Forecasting Specialist, Trust & Safety - USDS

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In order to enhance collaboration and cross-functional partnerships, among other things, at this time, our organization follows a hybrid work schedule that requires employees to work in the office 3 days a week, or as directed by their manager/department. We regularly review our hybrid work model, and the specific requirements may change at any time.

Responsibilities:

1. Workforce Management:

• Analyze workforce data to forecast staffing needs based on historical trends, seasonal fluctuations, and business growth.
• Collaborate with operations teams to develop staffing plans that align with business objectives.
• Monitor and assess workforce performance metrics to identify areas for improvement and adjust forecasts accordingly.

2. Workforce & Financial Forecasting:

• Develop and maintain financial models to project revenue, expenses, and budgeting.
• Conduct variance analysis to compare actual financial performance against forecasts and provide insights to management.
• Prepare and present workforce and financial reports and forecasts to stakeholders, highlighting key trends, risks, and opportunities.

3. Capacity Planning:

• Analyze current and future operational needs to develop comprehensive capacity plans that support user support operations and content moderation.
• Collaborate with cross-functional teams to identify trends, potential risks, and opportunities for process improvements.

4. Data Analysis:

• Utilize advanced analytical tools and software to gather, analyze, and interpret data from various sources.
• Create and maintain reports and visualizations to communicate forecasting results effectively.

5. Collaboration:

• Work closely with cross-functional teams, including finance, operations, and HR, to ensure alignment in forecasting efforts.
• Participate in strategic planning sessions to provide data-driven insights that inform business decisions.
• Collaboration with internal and external (BPO) operational delivery teams on capacity planning, invoicing and forecasting needs.
• Collaborate with the change management team on upcoming product launches for departments supported to ensure workforce needs are accurately reflected in forecasts.

Qualifications

Minimum Qualifications:

• Bachelor's degree in Finance, Business Administration, Statistics, or a related field; Master's degree preferred.
• Over 4 years of proven experience in workforce management and financial forecasting, preferably in Trust and Safety Content Moderation, User Operations or Call Centre Operations.
• Strong analytical skills with proficiency in data analysis tools (e.g., Excel, SQL, forecasting software).
• Excellent communication and presentation skills, with the ability to convey complex information clearly.
• Detail-oriented with strong organizational and time management skills.

Preferred Qualifications:

• Your ability to work in a high tempo environment, adapt, respond to day-to-day challenges of the role.
• Your resilience and commitment to self-care to manage the emotional demands of the role.