🛠 Tech Stack

💼 About This Role

You'll optimize agent schedules and monitor real-time metrics to ensure SLA adherence in a global customer experience environment. Your analysis and reallocations will directly impact service quality and team performance. This fully remote role offers asynchronous work with a diverse international team.

🎯 What You'll Do

• Create and optimize agent schedules based on forecasted demand and employee availability.
• Monitor real-time operational metrics such as ticket volumes and staffing levels.
• Reallocate resources dynamically to address staffing gaps and workload spikes.
• Develop short- and long-term workforce forecasts using historical data and trends.

📋 Requirements

• Proven experience in workforce management, scheduling, or forecasting.
• 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 working in remote or globally distributed teams.
• Proactive mindset with focus on continuous improvement.

🎁 Benefits & Perks

• 💰 Competitive salary range $36,900 – $83,050 USD
• 🌍 Fully remote work from anywhere
• 🕒 Flexible hours in async-first environment
• 🏖️ Flexible paid time off and 16 weeks paid parental leave
• 📈 Stock options and long-term incentives

🚩 Heads Up

• Salary range is very wide ($36,900–$83,050), indicating inconsistent expectations.
• No specific experience level mentioned; candidate may be over- or under-qualified.