🛠 Tech Stack

💼 About This Role

You'll optimize agent schedules and monitor real-time operations to ensure service level agreements are met in a global customer experience environment. Your decisions directly influence service quality, team performance, and customer satisfaction. You'll contribute to process improvements and automation initiatives that enhance overall workforce efficiency.

🎯 What You'll Do

• Create, maintain, and optimize agent schedules based on forecasted demand
• Monitor real-time operational metrics to ensure SLA adherence
• Reallocate resources dynamically to address staffing gaps or disruptions
• Track and report on schedule adherence, attendance, and productivity

📋 Requirements

• Proven experience in workforce management in a multi-team environment
• Strong analytical skills to interpret complex data and translate into actions
• Experience using workforce management tools (e.g., NICE, Teleopti, Assembled)
• Fluency in English (written and spoken)

✨ Nice to Have

• Experience in remote or globally distributed teams
• Proactive mindset with a focus on continuous improvement

🎁 Benefits & Perks

• 🏖️ Fully remote work from anywhere
• 💰 Salary range $36,900-$83,050 USD
• 🧘 Flexible paid time off and 16 weeks paid parental leave
• 💻 Home office and IT equipment budget
• 📈 Learning and development budget for professional growth

📨 Hiring Process

Estimated timeline: 1-2 weeks · AI estimate

1. 1Recruiter call· 30 min
2. 2Hiring manager interview· 45 min
3. 3Offer· 1 day