🛠 Tech Stack

💼 About This Role

You'll optimize agent schedules and monitor real-time metrics to ensure service level agreement adherence in a global customer experience environment. Your work directly impacts team performance and customer satisfaction across distributed teams. This fully remote role combines analytical precision with operational decision-making.

🎯 What You'll Do

• Create and optimize agent schedules based on forecasted demand
• Monitor real-time ticket volumes, queues, and staffing levels
• Reallocate resources dynamically to address staffing gaps
• Track and report on schedule adherence, attendance, and productivity

📋 Requirements

• Proven experience in workforce management or scheduling in a multi-team environment
• Strong analytical skills to interpret complex data and translate into actions
• Experience with 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 focus on continuous improvement

🎁 Benefits & Perks

• 🏖️ Flexible paid time off and 16 weeks of paid parental leave
• 📈 Stock options and long-term incentive opportunities
• 🖥️ Home office and IT equipment budget
• 📚 Learning and development budget for professional growth
• 🧠 Mental health and well-being support services

📨 Hiring Process

Estimated timeline: 2-3 weeks · AI estimate

1. 1Recruiter call· 30 min
2. 2Hiring manager interview· 45 min
3. 3Technical/analytical assessment· 60 min