Tech Stack

Description

You'll manage the end-to-end workforce lifecycle for Roblox's moderation and support teams, including forecasting, scheduling, and real-time monitoring. You'll optimize vendor staffing to meet volume demands while maintaining cost efficiency and service levels.

Requirements

• 5-7 years experience in workforce management or operational planning in a high-volume contact center or BPO
• Deep understanding of multi-site operations, omni-channel routing, and intraday management impact on costs
• Bachelor's degree in Mathematics, Statistics, Business Operations, or related field
• Mastery of WFM processes and strong modeling in Excel or Google Sheets
• Ability to translate complex raw data into actionable staffing strategies

Responsibilities

• Develop long-term and short-term workload forecasts for moderation and customer support workstreams
• Create and manage complex staffing models for global time zones and languages
• Monitor real-time queue performance and direct vendor partners on intraday adjustments
• Analyze shrinkage, occupancy, and attrition trends to recommend hiring and training schedules
• Audit vendor schedule adherence and provide data-driven feedback to vendor leadership