🛠 Tech Stack

💼 About This Role

You'll optimize agent schedules and monitor real-time metrics to ensure service level agreements are met in a global customer experience environment. Working fully remote, you'll balance workforce needs with long-term planning, improving efficiency through data-driven decisions.

🎯 What You'll Do

• Create and optimize agent schedules based on forecasted demand
• Monitor real-time metrics like ticket volumes and staffing levels
• Reallocate resources to address staffing gaps and workload spikes
• Track adherence, attendance, and productivity KPIs

📋 Requirements

• Proven experience in workforce management or scheduling
• Strong analytical skills to interpret complex data
• Experience with workforce management tools like NICE or Assembled
• Fluency in English (written and spoken)

✨ Nice to Have

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

🎁 Benefits & Perks

• 🌍 Fully remote with location flexibility
• ⏰ Flexible hours in async-first environment
• 📈 Stock options and long-term incentives
• 💰 Home office budget and IT equipment
• 🧠 Learning and development budget

📨 Hiring Process

Estimated timeline: 2-3 weeks · AI estimate

1. 1Recruiter screen· 30 min
2. 2Hiring manager interview· 45 min
3. 3Technical/case interview· 60 min