Staffing Optimization Specialist, PSO Workforce Management

PSO’s 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.

• 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 staffing lines and projected workload allocation at various levels starting from 8 weeks visibility to interval level scrutiny whilst considering different operational variances including but not limited to shift types, country-based labor laws, time-zones, scheduling exceptions, shrinkage (onsite/offsite), projected required hours, 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
• Influence internal and external stakeholders to enable adaptation, understanding and overall operational excellence in all fronts of the business by sharing best practices and guidance not only within WFM but also cross-functionally

• 7 years experience of Workforce Management and/or back-office operations management
• 5 years of experience developing staffing optimization strategies and optimizing shells allocation
• Experience with interval level staffing and shrinkage allocation methodology, billing/invoice by interval experience, and FTE, HC, and multiple types of staffing and workload variables
• Experience gathering and manipulating raw data to provide business insights
• Experience problem solving and thinking analytically
• Experience communicating with cross-functional partners
• Consulting experience in Workforce Management or related field

• Experience with Microsoft Office Package
• Experience with GSuite
• Experience with Prophet
• Experience with SQL
• SWP certification

Facebook's mission is to give people the power to build community and bring the world closer together. Through our family of apps and services, we're building a different kind of company that connects billions of people around the world, gives them ways to share what matters most to them, and helps bring people closer together. Whether we're creating new products or helping a small business expand its reach, people at Facebook are builders at heart. Our global teams are constantly iterating, solving problems, and working together to empower people around the world to build community and connect in meaningful ways. Together, we can help people build stronger communities - we're just getting started.

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 accommodations-ext@fb.com.