🛠 Tech Stack

💼 About This Role

You'll balance real-time workforce needs with long-term planning to ensure support teams meet service level agreements in a fully remote, international setup. Your decisions directly influence service quality and team performance at a global scale.

🎯 What You'll Do

• Create and optimize agent schedules based on forecasted demand and employee availability
• Monitor real-time metrics like ticket volumes and staffing levels for SLA adherence
• Reallocate resources dynamically to address staffing gaps or workload spikes
• Produce performance reports highlighting trends, bottlenecks, and improvement opportunities

📋 Requirements

• Proven experience in workforce management in a multi-team or distributed environment
• Strong analytical skills with ability to interpret complex data into operational actions
• Experience using workforce management tools like NICE, Teleopti, or Assembled
• Fluency in English (written and spoken)

✨ Nice to Have

• Experience in remote or globally distributed teams
• Proactive mindset with focus on continuous improvement and operational efficiency

🎁 Benefits & Perks

• 💰 Competitive salary between $36,900 and $83,050 USD
• 🏠 Fully remote work from anywhere
• 🕒 Flexible working hours in an async-first environment
• 🏖️ Flexible paid time off and 16 weeks paid parental leave
• 📚 Learning and development budget

📨 Hiring Process

Estimated timeline: 2-4 weeks · AI estimate

1. 1Recruiter Call· 30 min
2. 2Hiring Manager Interview· 45 min
3. 3Technical/Scenario Assessment· 60 min