Capacity Planning & Forecasting Analyst

About the team + role

We are building an elite team, applying frontier technologies to the world’s biggest financial problems. We’re looking for bold thinkers. Sharp problem-solvers. Builders who are wired to make an impact. Robinhood isn’t a place for complacency, it’s where ambitious people do the best work of their careers. We’re a high-performing, fast-moving team with ethics at the center of everything we do. Expectations are high, and so are the rewards. 

The Workforce Management team focuses on forecasting customer demand, aligning staffing to business needs, and ensuring consistent service delivery across contact center operations. The team partners closely with operations, analytics, and vendor teams to maintain reliable service levels while adapting to changing customer behavior and business priorities. You’ll contribute to improving forecasting accuracy and workforce efficiency across a blended employee and BPO environment!

As a Workforce Management Forecasting and Capacity Planning Analyst, you will develop forecasts, build capacity plans, and analyze performance data to support staffing decisions. You will work across short- and long-term planning horizons, using data to identify trends and recommend adjustments. This role partners with cross-functional teams to address service level challenges and improve operational outcomes through clear, data-driven insights.

This role is based in our Westlake, TX or Denver, CO offices, with in-person attendance expected at least 5 days per week.

At Robinhood, we believe in the power of in-person work to accelerate progress, spark innovation, and strengthen community. Our office experience is intentional, energizing, and designed to fully support high-performing teams. 

What you’ll do

• Build and maintain forecasting models to predict customer demand, contact volumes, and workload using statistical methods
• Analyze historical data to identify trends and run scenario analyses to support planning decisions
• Create capacity plans across short-, medium-, and long-term timeframes to align staffing with expected demand
• Monitor performance metrics such as service levels, productivity, and resource utilization, and recommend adjustments
• Partner with operations, HR, and other teams to align workforce plans with business goals
• Prepare reports and present forecasting results, capacity plans, and recommendations to leadership
• Support planning for peak periods, campaigns, and unexpected changes in demand
• Contribute to projects that improve workforce planning processes and service outcomes

What you bring

•  You have a bachelor’s degree or equivalent experience in business, analytics, statistics, or a related field
• You have 5+ years of experience in workforce management or contact center forecasting
• You have 3+ years of experience in data analysis and project-based work
• You have experience using workforce management tools such as Assembled, Aspect, Calabrio, or NICE
• You can clearly present data insights and recommendations to stakeholders
• You are comfortable working with forecasting, scheduling concepts, and performance reporting
• You have experience optimizing staffing in contact center environments
• You have experience using AI tools to support forecasting, analysis, or planning work

This position is restricted to US citizens or lawful permanent residents due to legal requirements.

What we offer

• Challenging, high-impact work to grow your career.
• Performance-driven compensation with multipliers for outsized impact, bonus programs, equity ownership, and 401(k) matching.
• Best-in-class benefits to fuel your work, including 100% paid health insurance for employees with 90% coverage for dependents.
• Lifestyle wallet — a highly flexible benefits spending account for wellness, learning, and more.
• Employer-paid life & disability insurance, fertility benefits, and mental health benefits.
• Time off to recharge including company holidays, paid time off, sick time, parental leave, and more!
• Exceptional office experience with catered meals, events, and comfortable workspaces