AU, CA + 4 moreAbout Remote
With Innovation as one of the core values, we have built Automation and AI capabilities into the requirements for every role.
We encourage every member of the Remote team to bring their talents, experiences and culture to the table to help us build the best-in-class HR platform.
The Workforce Management Specialist plays a critical role in ensuring the efficient and effective operation of support teams. Their primary responsibility is focused on scheduling and real-time optimisation to meet service level agreements (SLAs) and operational goals. Additionally, the successful candidate will be required to assist in workload forecasting based on business needs, leveraging historical data and current trends to support accurate staffing plans.
Key Responsibilities:
- Create and maintain agent schedules that align with forecasted workload, operational requirements, and employee preferences, ensuring compliance with labour laws and company policies.
- Monitor real-time data, including ticket volumes, live messaging queues, and agent availability, to ensure optimal coverage and adherence to SLAs.
- Proactively address staffing gaps or workload fluctuations by reallocating resources or making adjustments to assignments.
- Track and report on schedule adherence, attendance, and productivity metrics.
- Identify and escalate real-time issues (e.g., volume surges, system outages) to appropriate stakeholders and execute contingency plans as needed.
- Recommend and implement process improvements or automation opportunities to enhance workforce management efficiency.
- Assist in the development of accurate short-term and long-term workload forecasts by analysing historical data, current trends, and external factors.
- Collaborate with stakeholders to translate forecasts into actionable staffing plans and schedules.
- Generate and share detailed reports on team performance, operational efficiency, and adherence to KPIs.
- Identify trends, bottlenecks, and areas for improvement using data insights and collaborate with teams to implement solutions.
Qualifications:
- Proven experience in workforce management, including real-time monitoring, scheduling, and forecasting in a multi-department or multi-site environment.
- Strong analytical and problem-solving skills, with the ability to interpret and act on data insights.
- Experience with workforce management tools/software (e.g., NICE, Teleopti, Assembled, or similar) is preferred.
- Proven ability to manage time-sensitive, high-pressure situations effectively.
- Strong written and verbal communication skills, with the ability to communicate complex information clearly to stakeholders at all levels.
- Fluency in English is required.
- Experience working in a remote or distributed team is a plus.
- A proactive approach to process improvements and a willingness to stay updated on industry best practices.
Practicals
- You'll report to: Senior Director, CX Strategy & Business Operations
- Team: [Operations] - [Customer Experience]
- Location: EMEA
- Start date: As soon as possible
Application process
- Interview with recruiter
- Interview with future manager
- Interview with team members (no managers present)
- Bar Raiser Interview
- Prior employment verification check
Remote's Total Rewards philosophy is to ensure fair, unbiased compensation and fair equity pay along with competitive benefits in all locations in which we operate. We do not agree to or encourage cheap-labor practices and therefore we ensure to pay above in-location rates. We hope to inspire other companies to support global talent-hiring and bring local wealth to developing countries.
At first glance our salary bands seem quite wide - here is some context. At Remote we have international operations and a globally distributed workforce. We use geo ranges to consider geographic pay differentials as part of our global compensation strategy to remain competitive in various markets while we hiring globally.
Our salary ranges are determined by role, level and location, and our job titles may span more than one career level. The actual base pay for the successful candidate in this role is dependent upon many factors such as location, transferable or job-related skills, work experience, relevant training, business needs, and market demands. The base salary range may be subject to change.
At Remote, we foster internal mobility as a key element of our culture of employee growth and development, supported by a compensation philosophy that guarantees pay equity and fairness. Therefore, all compensation changes associated with an internal move will be reviewed by the Total Rewards & People Enablement team on a case by case basis.
Benefits
- work from anywhere
- flexible paid time off
- flexible working hours (we are async)
- 16 weeks paid parental leave
- mental health support services
- stock options
- learning budget
- home office budget & IT equipment
- budget for local in-person social events or co-working spaces
How you’ll plan your day (and life)
We work async at Remote which means you can plan your schedule around your life (and not around meetings). Read more at remote.com/async.
You will be empowered to take ownership and be proactive. When in doubt you will default to action instead of waiting. Your life-work balance is important and you will be encouraged to put yourself and your family first, and fit work around your needs.
If that sounds like something you want, apply now!
How to apply
- Please fill out the form below and upload your CV with a PDF format.
- We kindly ask you to submit your application and CV in English, as this is the standardised language we use here at Remote.
- If you don’t have an up to date CV but you are still interested in talking to us, please feel free to add a copy of your LinkedIn profile instead.
We will ask you to voluntarily tell us your pronouns at interview stage, and you will have the option to answer our anonymous demographic questionnaire when you apply below. As an equal employment opportunity employer it’s important to us that our workforce reflects people of all backgrounds, identities, and experiences and this data will help us to stay accountable. We thank you for providing this data, if you chose to.
Please note we accept applications on an ongoing basis.
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