Client Engagement Operations Analyst - Workforce Management

📋 Description

• • Kraken is at the forefront of building the future of cryptocurrency, driven by a world-class team united by a passion for crypto and blockchain technology. Our mission is to accelerate the global adoption of crypto, empowering everyone to achieve financial freedom and inclusion. For over a decade, Kraken's unwavering commitment to its mission and crypto ethos has attracted top talent, making us a leader in the industry. We encourage all candidates to explore our Kraken Culture page to understand our internal dynamics, values, and mission, and to familiarize themselves with the Kraken app and the process of creating a Kraken account.
• • As a fully remote company, Krakenites span over 70 countries, speaking more than 50 languages. We are pioneers in developing premium crypto products for a diverse user base, including experienced traders, institutions, and newcomers. Kraken is dedicated to upholding industry-leading security standards, providing comprehensive crypto education, and delivering world-class client support through our innovative products such as Kraken Pro, Desktop, Wallet, and Kraken Futures. Join us to help build the future of crypto!
• • In this critical role as a Client Engagement Operations Analyst, Workforce Management, you will be instrumental in ensuring our service support teams are optimally staffed and efficiently deployed to meet client needs precisely when they are required. Your primary responsibility will be to manage and forecast intraday arrivals, including volume, average handle time (AHT), and shrinkage, on a weekly basis for your assigned teams. This involves balancing immediate operational demands with strategic, longer-term planning to guarantee seamless client experiences.
• • You will be responsible for creating and maintaining the intraday plan on a rolling two-week basis, meticulously analyzing enterprise volume, productivity metrics, and historical patterns to optimize staffing levels. This data-driven approach ensures that we have the right resources in place at the right times, minimizing wait times and maximizing client satisfaction.
• • A key aspect of your role will involve reviewing all permanent schedule change requests. You will assess their impact, communicate approvals or rejections as appropriate, and ensure all changes are accurately reflected in the Workforce Management (WFM) system. This requires a keen eye for detail and a thorough understanding of operational requirements.
• • You will actively research and recommend performance and efficiency improvement processes and changes. This proactive stance involves identifying opportunities to streamline operations, enhance productivity, and elevate the overall client support experience. Your insights will directly contribute to Kraken's operational excellence.
• • Running 'what-if' scenarios will be a regular part of your responsibilities, allowing you to model different staffing strategies and predict their impact on service levels, ensuring adequate staffing for both short-term fluctuations and long-term growth.
• • Ensuring that schedules are published in a timely manner is paramount. You will manage the accurate entry of permanent schedule exceptions into the WFM system, maintaining the integrity and reliability of the scheduling data.
• • Collaboration is at the heart of this role. You will coordinate closely with the departmental leadership team to ensure all scheduling activities, including vacations, schedule changes, new hire onboarding schedules, meetings, training sessions, and other planned absences, are effectively managed and incorporated into the overall staffing plan.
• • You will team up with the Capacity Planning team to develop annual time off allocations, schedule bids, and holiday bid processes, all in accordance with leadership approvals. This collaborative effort ensures fairness and operational continuity.
• • Leading the weekly short-term capacity calls for your assigned teams will be a key duty. These calls are crucial for aligning on immediate staffing needs and addressing any emerging challenges.
• • Maintaining the job profile within the WFM system is essential. This includes accurately updating team changes, terminations, and new hire information to ensure the system reflects the current organizational structure.
• • You will manage the Scheduling Inbox, ensuring all inquiries are addressed within a 48-business hour response time, providing timely and professional communication.
• • Partnering with other internal teams, such as Marketing, Finance, and Business Leadership, will be vital to understanding the key drivers of call volume. This cross-functional collaboration allows for more accurate forecasting and scheduling.
• • You will collaborate and communicate effectively with team members and management to foster a proactive partnership, ensuring consistency and alignment across the entire organization.
• • Documenting and training others on workforce management systems and processes will be part of your role, contributing to knowledge sharing and skill development within the team.
• • You will be expected to back up escalations with robust data and factual evidence, supporting operational decisions with clear, quantifiable insights.
• • This role requires a deep passion for client experience, a highly collaborative spirit with exceptional interpersonal and stakeholder management abilities, and a creative problem-solving mindset. You should be comfortable with ambiguity and consistently generate innovative ideas to achieve organizational objectives.