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Summary: 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 Facebook 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 Facebook’s businesses to thrive.Required Skills: WFM Business & Finance 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 important KPIs of the business, as well as billing & finance at various levels, from monthly projections based on vendor commitments to visibility at interval level scrutiny whilst considering different operational variances including but not limited to penalties, waivers, productive hour compliance, time-zones, billing exceptions, shrinkage (onsite/offsite), and overall statement of work clauses & considerations by vendor
Determine opportunities to streamline manual processes and develop/automate relationship and product profitability support function
Identify and execute against opportunities to optimize operational and billing metrics through creative business & financial 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 & finance decisions as well as 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
sharing best practices and guidance not only within workforce management also cross-functionally
Minimum Qualifications: Minimum Qualifications:5+ years of experience managing billing/invoice reconciliation and optimizing business visibility: Interval level productive hour/shrinkage allocation performance, fulltime employment, headcount, and multiple types of staffing and workload variables
Experience with cross-functional communication
7+ years of Workforce Management and/or back-office operations management experience
Experience problem solving and thinking analytically
Proven consulting background in the WFM or related field
Experience gathering and manipulating raw data to provide business insights
Preferred Qualifications: Preferred Qualifications:Intermediate to advanced experience using SQL
Advanced experience using G Suite
Strategic Workforce Planning Certification
Advanced experience using Microsoft Office Package
Intermediate experience using Prophet
Industry: InternetEqual Opportunity: 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.
Vacancy expired!