CX Work Force Manager

Remote is solving global remote organizations’ biggest challenge: employing anyone anywhere compliantly. We make it possible for businesses big and small to employ a global team by handling global payroll, benefits, taxes, and compliance (learn more about how it works ). We’re backed by A+ investors and our team is world-class, literally and figuratively, as we’re all scattered around the world.

Please check out our public handbook to learn more about our culture. We encourage folks from all ethnic groups, genders, sexuality, age and abilities to apply. You can also check out independent reviews by other candidates on Glassdoor . If this job description resonates with you, we want to hear from you!

All of our positions are fully remote. You do not have to relocate to join us!

How We Work

We love working async and this means you get to do your own schedule.

We empower ownership and proactivity and when in doubt default to action instead of waiting.

The position

This is an exciting time to join Remote and make a personal difference in the global employment space as a CX Workforce Manager, joining our CX team.

Requirements

• Advanced analytical and problem-solving skills.
• Experience with workforce management, forecasting and capacity planning
• Minimum of two years of experience in performing WFM functions (specifically real-time management) in a multi-department/site environment required.
• Strong communication skills, both written and verbal
• Strong leadership skills
• Writes and speaks fluent English
• It’s not required to have experience working remotely, but considered a plus

Key responsibilities

• Provide the data, the analytics, and the resource management services that ensure staffing levels are appropriate to handle the incoming volumes while also meeting the needs of the associates and the business.
• Producing accurate volume forecasts, and managing real-time behaviors such as adherence, occupancy, utilisation.
• Manage the forecasting approaches and models within workforce tools to address specific growth
• Develop a capacity plan that meets customer needs, while also incorporating a roadmap to increase coverage based on growth patterns
• Apply advance analytics concepts toward insights and key strategic decisions
• Ability to utilize ready to use tools and technologies to ensure forecasting and planning process
• The ability to speak to leadership regularly, being able to speak to forecasting and capacity planning strategy and challenges
• Ability to translate analytics to implications, actions, and strategy through presentation
• Responsible for optimising current reporting and daily variances
• Creating ad-hoc report to help drawing impactful insights
• Perform other duties as assigned.

Remote Compensation Philosophy

Remote’s Total Rewards philosophy is to ensure fair unbiased compensation and fair pay along with competitive benefits in all locations in which we operate. We do not agree to or encourage cheap-labour practices and therefore pay a minimum annual salary of USD 40,000 per year, in all locations throughout the world. Actual compensation may vary based upon geographical location, experience, and/or skill level. However, it will never be below our minimum global compensation mentioned.

Benefits

You can learn more about the benefits we’re offering to all internal employees at Remote by visiting our public Benefits & Perks Handbook page .

Practicals

• You’ll report to: Manager,CX Ops
• Team: Customer Experience
• Location: Anywhere in the World
• Start date: As soon as possible

Application process

• (async) Profile review
• Interview with recruiter
• Interview with future manager
• Interview with the Team
• Prior employment verification check(s)
• (async) Offer

How to apply

Please fill out the form below. Thank you!