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Job Details

Meta (formerly known as Facebook)

Resource Planning Specialist (a1K2K000008UCKEUA4)

Computer and Mathematical




Austin, Texas, United States

Product Services & Operations' mission is to build a service engine that solves today’s customer problems, and prevents tomorrow’s. Solving problems is at the core of what we do. We think in customers shoes and strive to solve problems at the root, and broadly. We embrace a culture of innovation, ownership & accountability. We ultimately help businesses through scaled service delivery & operations.We combine deep expertise in our products with operational and analytical skills to design and manage scalable support processes. Our unique view on both product and service allows us to partner with teams across Meta to drive our business forward by representing the community and combining quantitative with qualitative signals to drive product launches, improvements and scale operations. We work closely with our cross-functional partners in Sales & Product, leveraging the data and insights we are uniquely positioned to gather, to enable Meta's businesses to thrive.

Required SkillsResource Planning Specialist Responsibilities:
  • Be a strategic partner to all Product Service Operations through professionalism, dynamism, and embracement of company values whilst improving the community experience in all branches of the business
  • Establish, oversee and control forecasts and capacity plans at various levels, from long term visibility to interval level scrutiny whilst considering different operational variances including but not limited to average handle time, shrinkage (onsite/offsite), volume, and seasonality
  • Identify and execute against opportunities to optimize operational metrics through creative scheduling analysis and recommendations
  • Develop and maintain interval, daily, weekly, monthly and yearly guidance on staffing allocation to comply with specific KPIs and Service Goals
  • Study and interpret historical and current trends to provide strategic guidance in terms of appropriate supply/demand to improve business capabilities
  • Enable accurate business decisions and performance visibility by the elaboration of reporting tools and dashboards via SQL, Tableau and other methodologies
  • Secure forecast and projections precision by constant revision of statistical and WFM specific techniques, constantly comparing predictability accuracy against business reality
  • Influence internal and external stakeholders to enable adaptation, understanding and overall operational excellence in all fronts of the business, sharing best practices and guidance not only within WFM but also cross-functionally
Minumum QualificationMinimum Qualifications:
  • Effective cross-functional communication skills
  • Problem solving and analytical thinking skills
  • 5+ years of experience developing forecasts, capacity plans and site allocation strategy: From Long-Term to Interval level granularity, multiple geo-locations with different time-zones, full-time employees, head count, and multiple types of supply/demand workload variables
  • Experience gathering and manipulating raw data to provide business insights
  • 5+ years of Workforce Management (WFM) and/or back-office operations management
  • Proven consulting background in the WFM or related field
Preferred QualificationPreferred Qualifications:
  • Intermediate experience using Java
  • Advanced experience using Microsoft Office Package
  • Intermediate to advanced experience using GSuite
  • Intermediate to advanced experience in SQL
  • Strategic Workforce Planning Certification

(Colorado only*) Estimated salary of $142,000/year + bonus + equity + benefits *Note: Disclosure as required by sb19-085(8-5-20)

Facebook is proud to be an Equal Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Facebook is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance or accommodations due to a disability, please let us know at [Register to View]