Workforce Management Analyst

Every day, tens of millions of people come to Roblox to explore, create, play, learn, and connect with friends in 3D immersive digital experiences– all created by our global community of developers and creators. At Roblox, we’re building the tools and platform that empower our community to bring any experience that they can imagine to life. Our vision is to reimagine the way people come together, from anywhere in the world, and on any device. We’re on a mission to connect a billion people with optimism and civility, and looking for amazing talent to help us get there. A career at Roblox means you’ll be working to shape the future of human interaction, solving unique technical challenges at scale, and helping to create safer, more civil shared experiences for everyone. As a Workforce Management Analyst, you will be responsible for the end-to-end workforce management lifecycle, including forecasting, scheduling, and real-time monitoring. You ensure that vendor staffing levels are optimized to meet fluctuating volume demands while maintaining cost efficiency and service level targets. You will work closely with the Workforce Management Lead and ensure the strategic vision of workforce management is implemented.

You Will

• Develop long-term and short-term workload forecasts for moderation and customer support workstreams.
• Create and manage complex staffing models to ensure optimal coverage across global time zones and languages.
• Monitor real-time queue performance and direct vendor partners on intraday adjustments to meet service level agreements.
• Analyse shrinkage, occupancy, and attrition trends to provide recommendations for hiring and training schedules.
• Audit vendor schedule adherence and provides data-driven feedback to vendor leadership regarding staffing gaps.
• Partner with Finance and Operations to align staffing plans with quarterly budget allocations and growth projections.

You Have

• 5-7 years of experience in workforce management or operational planning, specifically within a high-volume contact center or BPO environment.
• Deep understanding of multi-site operations, omni-channel routing, and the impact of intraday management on operational costs.
• Bachelor’s degree in Mathematics, Statistics, Business Operations, or a related field.
• Mastery of WFM processes and strong modelling in Excel or Google Sheets.
• Ability to translate complex raw data into actionable staffing strategies and efficiency gains. Roles that are based in an office are onsite Tuesday, Wednesday, and Thursday, with optional presence on Monday and Friday (unless otherwise noted). Roblox provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Roblox also provides reasonable accommodations to candidates with qualifying disabilities or religious beliefs during the recruiting process. For US based roles only, please note the Company may not be able to employ candidates for this role who have United States work authorization related to certain U.S. visa categories, or support future H-1B sponsorship at this time.