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Workforce Operations Manager

1 week ago

Manila, National Capital Region, Philippines Remitly Full time
Job Description

We are seeking a highly skilled Workforce Operations Manager to join our team at Remitly. In this role, you will be responsible for ensuring the best experience for all customers.

You will help ensure Remitly's operations globally are rightly staffed to deliver the right experience to our customer, while keeping a close check on investor satisfaction (Productivity, Cost Control). Your task will be to transform workforce management practice specifically Forecasting (Including Seasonality, Project Releases), Capacity planning, Scheduling & Realtime Management.

Your Responsibilities
  • Review and validate ML forecasting output with trend and dig through actual reasons of deviations/aberrations to ensure that the forecast supplied for capacity planning has not more than 5% deviation.
  • Coordinate with the Remitly ML, Analytics & Workforce team to provide a 52-week outlook to plan right.
  • Monitor & Review Service Level Agreements on daily basis, Identify the reason of missed performance and plan appropriate corrective action if the gap relates to Capacity, Scheduling or RTA.