WFM Capacity Planning Analyst

• Coinbase 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.
• 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.
• 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.
• Utilize statistical methodology to analyze performance trends and improve metrics including but not limited to average handle time, utilization and shrinkage.

Requirements:
• Minimum of 2 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

Benefits:
• Full time offers from Coinbase include target bonus + benefits (including medical, dental, and vision)

India
Rajasthan
Jaipur Show on map Get directions