Workforce Real time Analyst

13 hours ago

Taguig, National Capital Region, Philippines eTeam Full time $40,000 - $60,000 per year

on site taguig

Work set up: on site / night shift schedule

Contractual 6 months

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.

Job Description:

Ensure that Coinbase's Customer Experience teams meet all of our SLAs in responding to our customers in a promptly manner.

Job Duties

  • Monitor real-time queue and to work closely with multiple vendor partners to meet Key Performance Indicators (KPI)

  • Manage the daily/intraday performance reports and update status to Leadership

  • Manage daily and intraday schedule adherence

  • Analyze past call volume, interval arrival patterns and staffing patterns

  • Re-allocate inbound volume and staffing assignment (if needed)

  • Encode exceptions on the WFM tools

  • The point of contact for any additional in-center pullout requests internally and from different vendors

  • Communicating any real-impacts (outages, influxes in volume, vendor issues)

Skills:

Passionate about delivering an excellent Customer Experience

  • Minimum of 1 year of relevant experience in Workforce Management / Operations

  • Expertise in real-time management, reporting and has background in scheduling and capacity planning

  • Proficient in the use of workforce management tools

Able to work with large amounts of data to identify trends and patterns.

  • Specialist 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.

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