🛠 Tech Stack

💼 About This Role

You'll optimize support team schedules and monitor real-time operations to ensure SLAs are met. Your impact will be improving efficiency through data-driven workforce planning.

🎯 What You'll Do

• Create and maintain agent schedules aligning with forecasted workload and employee preferences.
• Monitor real-time data to ensure optimal coverage and SLA adherence.
• Proactively address staffing gaps and workload fluctuations.
• Track and report on schedule adherence, attendance, and productivity metrics.
• Assist in developing short-term and long-term workload forecasts.

📋 Requirements

• Proven experience in workforce management including real-time monitoring, scheduling, and forecasting.
• Strong analytical and problem-solving skills with data interpretation ability.
• Experience with WFM tools like NICE, Teleopti, Assembled or similar.
• Proven ability to manage time-sensitive, high-pressure situations effectively.

✨ Nice to Have

• Experience working in a remote or distributed team.
• Fluency in English.

🎁 Benefits & Perks

• 🌍 Work from anywhere
• 🏖️ Flexible paid time off
• ⏰ Flexible working hours (async)
• 👶 16 weeks paid parental leave
• 📚 Learning budget

📨 Hiring Process

Estimated timeline: 2-4 weeks

1. 1Interview with recruiter· 30 min
2. 2Interview with future manager· 45 min
3. 3Interview with team members· 60 min
4. 4Bar Raiser Interview· 45 min
5. 5Prior employment verification check· 1 week