Sr. Workforce Optimization Analyst, Customer Support Operations (Contract)

Sr. Workforce Optimization Analyst, Customer Support Operations (Contract)
Company:

Coinbase


Sr. Workforce Optimization Analyst, Customer Support Operations (Contract)

Details of the offer

----------------------------- Location: Manila, Philippines ----------------------------- Coinbase has built the world's leading compliant cryptocurrency platform serving over 30 million accounts in more than 100 countries. With multiple successful products, and our vocal advocacy for blockchain technology, we have played a major part in mainstream awareness and adoption of cryptocurrency. We are proud to offer an entire suite of products that are helping build the cryptoeconomy, and increase economic freedom around the world.
There are a few things we look for across all hires we make at Coinbase, regardless of role or team. First, we assess whether a candidate demonstrates our values: Clear Communication, Positive Energy, Efficient Execution, and Continuous Learning. Second, we look for signals that a candidate will thrive in a culture like ours, where we default to trust, embrace feedback, disrupt ourselves, and expect sustained high performance because we play as a championship team. Finally, we seek people with the desire and capacity to build and share expertise in the frontier technologies of crypto and blockchain, in whatever way is most relevant to their role.
Read more about our values ( https://www.coinbase.com/mission ) and culture ( https://blog.coinbase.com/culture-at-coinbase-fe510fe9c098 ) here.
You are a Senior Analyst with experience in workforce management (WFM) and optimizations in a multi-vendor, operations environment. You are data-guided, analytic, and laser-focused on optimizing business performance. You are both qualitative and quantitative in your ability to partner across both internal and external stakeholders. People describe you as process oriented, organized and thoughtful.
What you'll be doing:
Forecast, schedule, and optimize Full-Time Employee and Contact Center staffing across multiple channels including voice, e-mail, chat, and social.

*
Collaborate with the customer support management team to develop WFM strategies and identify areas for improvement, automation and cost savings.

Work closely with multiple vendor partners to meet internal Key Performance Indicators (KPI) and contractual Service Level Agreements (SLA) as defined by business partners.
Partner with operations, finance, procurement and vendor teams to manage budgets, forecasts and resource allocation.
Build robust capacity plans and staffing models for existing lines of business and new product launches.

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Utilize statistical methodology to analyze performance trends and improve metrics including but not limited to average handle time, utilization and shrinkage.
What we look for in you:
BA/BS degree or local equivalent; advanced degree a plus.
5-7 Years of experience in WFM for large scale contact center operations.
3+ Years of experience in reporting or business analyst functions.

*
2+ Years of experience in financial services and/or supporting consumer products.

Solid analytic skills for both operational and financial metrics.
Excellent written and verbal communication skills.
Passionate about Coinbase and the future of digital currency.

Coinbase is committed to diversity in its workforce and is proud to be an equal opportunity employer and to review all of our job postings to minimize biased language. Coinbase does not make hiring or employment decisions on the basis of race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other basis protected by applicable local, state or federal law. Coinbase will also consider for employment qualified applicants with arrest and conviction records in a manner consistent with San Francisco's Fair Chance Ordinance and similar local laws.


Source: Jobs4It


Area:

  • Auditor - Accounting - Finances / Financial Services Manager

Requirements

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