WFM Lead

Details

Ready to be pushed beyond what you think you’re capable of?

At Coinbase, our mission is to increase economic freedom in the world. It’s a massive, ambitious opportunity that demands the best of us, every day, as we build the emerging onchain platform — and with it, the future global financial system.

To achieve our mission, we’re seeking a very specific candidate. We want someone who is passionate about our mission and who believes in the power of crypto and blockchain technology to update the financial system. We want someone who is eager to leave their mark on the world, who relishes the pressure and privilege of working with high caliber colleagues, and who actively seeks feedback to keep leveling up. We want someone who will run towards, not away from, solving the company’s hardest problems.

Our work culture is intense and isn’t for everyone. But if you want to build the future alongside others who excel in their disciplines and expect the same from you, there’s no better place to be.

Coinbase, Inc. is seeking a full-time employee to be part of our Workforce Management (WFM) team. As an associate on WFM, you’ll create and own WFM models and tools to help forecast and track productivity for our growing Customer Experience operation.

Responsibilities

• Create, develop, and maintain detailed capacity plans for vendors and CB FTE along with volume allocation files and skill tracker.
• Create multiple What if scenarios and set staffing targets for our business/vendors by handling trade-offs between Customer Experience/Service Levels, Employee Experience, Operational Flexibility and Cost Effectiveness.
• Forecast, schedule and optimize Full-Time Employee and Contact Center Staffing across multiple channels. Automate our planning process that allows us to add inputs that represent the growing complexity of our work and drive down variation.
• Ability to drive quality, productivity, and process improvements and keep pace with our growth while motivating others to meet the challenges of a very customer-focused and metrics driven environment.
• Collaborate with the customer support management team to develop WFM strategies and identify areas for improvement, automation and cost savings.
• Work closely with multiple vendor partners to meet interval Key Performance Indicators (KPI) and contractual Service Level Agreements (SLA) as defined by the business.
• Clearly communicate dependencies and manage/track expectations. Analyse drivers of significant forecast misses to continuously improve forecasting.
• Utilize statistical methodology to analyze performance trends and improve metrics including but not limited to average handle time, utilization and shrinkage.
• Working in EST hours (8 PM - 5 AM shift).

Requirements

• Passionate about delivering an extraordinary Customer Experience.
• Minimum of 4 years of relevant experience in Workforce Management.
• Expertise in capacity planning, forecasting and scheduling.
• Experience building and analyzing models for capacity using excel/Nice tool. Proficient in the use of workforce management tools.
• Able to work with large amounts of data to identify trends and patterns.
• Expert in spreadsheet tools like Excel and Google Sheet.
• Flexible and adaptable to meeting the evolving needs of a high-growth and fast-paced organization.
• Excellent written and verbal communication skills required.
• Able to proactively collaborate with other departments to seek opportunities for improvement of resource utilization, and provide input on performance.

Nice to haves

• Experience using BI tool such as Looker and Salesforce.
• SQL experience a plus.
• Experience meeting with and presenting information to senior leadership.
• WFM Forecasting, Headcount planning, Scheduling/RTA.

Benefits

• Medical insurance including Dental & Vision for employees and dependants.
• Group Personal Accidental Insurance.
• Group Term Life Insurance.
• Employee Stock Purchase Plan (ESPP).
• Wellness Stipend.
• Mobile/Internet Reimbursement.
• Connections Stipend.
• Learning and Development Allowance.
• Employee Assistance Program.
• Travel Medical Policy – Global Traveler.
• Fertility Benefits.
• Generous Time Off/Leave Policy.