🛠 Tech Stack

💼 About This Role

You'll optimize agent schedules and monitor real-time metrics to ensure service levels are met. You'll collaborate globally in a fully remote environment, using data to drive efficiency improvements.

🎯 What You'll Do

• Create and maintain agent schedules based on forecasted demand and employee availability
• Monitor real-time metrics like ticket volumes and staffing levels to ensure SLA adherence
• Reallocate resources dynamically to address staffing gaps and workload spikes
• Track and report on schedule adherence, attendance, and productivity KPIs

📋 Requirements

• Proven experience in workforce management, scheduling, or forecasting in a multi-team environment
• Strong analytical skills to interpret complex data and translate into operational actions
• Experience with workforce management tools like NICE, Teleopti, or Assembled
• Ability to manage high-pressure situations with accuracy and composure

✨ Nice to Have

• Experience working in remote or globally distributed teams
• Proactive mindset with focus on continuous improvement
• Proficiency in additional languages

🎁 Benefits & Perks

• 🌍 Fully remote work with location flexibility
• 💰 Stock options and long-term incentive opportunities
• 🏖️ Flexible paid time off and 16 weeks of paid parental leave
• 📚 Learning and development budget for professional growth
• 🛠️ Home office and IT equipment budget

📨 Hiring Process

Estimated timeline: 2-3 weeks · AI estimate

1. 1Recruiter Screen· 30 min
2. 2Hiring Manager Interview· 45 min
3. 3Technical Assessment· 1 hour