Client Engagement Workforce Management Analyst

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About Kraken

As one of the largest and most trusted digital asset platforms globally, we are empowering people to experience the life-changing potential of crypto. Trusted by over 8 million consumer and pro traders, institutions, and authorities worldwide - our unique combination of products, services, and global expertise is helping tip the scales towards mass crypto adoption. But we’re only just getting started. We want to be pioneers in crypto and add value to the everyday lives of billions. Now is not the time to sit on the sidelines. Join us to bring crypto to the world.

About the Role

Our mission is to accelerate crypto adoption and it’s critical that we provide an outstanding support experience to our clients in order to accomplish our mission. Our support offering is our key differentiator, and we are continuing to invest in building exceptional service for all our clients across the world. We are focused on delivering exceptional service across all our support channels - online, chat, email and on the phone.
 
Kraken Client Engagement (CE) is seeking experienced Workforce Management (WFM) Analysts that are eager to work in a fast paced, data driven environment to join our team. This role will support delivering strategic and creative solutions across the department and support our mission of providing tailored, reliable and effortless service experience for our clients. The role will support and improve our forecasting, staffing, scheduling and monitoring capabilities for all of our service channels. The WFM Analyst must have the knowledge required to oversee and improve forecast modeling & experience implementing a scheduling process for a team of 500+. A successful candidate will be highly collaborative, data driven and skilled at continuous improvement.

Responsibilities

  • Evaluate and improve forecasting, staffing, scheduling and real-time operations across CE workgroups
  • Assist in the production of performance management data, scorecards, dashboards
  • Support the adoption and use of industry leading WFM technologies
  • Monitor WFM process performance and identify opportunities to increase utilization and scalability of CE’s workforce
  • Analyze CE trends regarding scheduling and allocation of staff to ensure optimal operational efficiency
  • Monitor and Report variance analysis for both headcount and volume vs forecast
  • Provide analysis, results and recommendations to leadership team regarding Workforce Management processes, schedules and plans
  • Work closely with Hiring Managers and Supervisors to swiftly identify and address deficits and surpluses in CE workgroups through hiring, worker performance management, and resource reallocation
  • Operate in highly ambiguous environments with difficult-to-predict, high impact and quickly evolving issues.
  • Develop and promote KPIs such as adherence, CSAT and SLA achievement

    • Requirements

  • 5+ years of workforce management experience for large, client-facing organizations
  • 5+ years of related experience using analytical skills and a structured problem-solving approach to drive high impact results
  • 3+ years of experience as a program or project manager
  • Passionate about cryptocurrencies and motivated to accelerate global crypto adoption
  • Security and privacy focused mindset
  • Thrives in ambiguous, entrepreneurial and subjective environments that balance operational efficiency and data analysis with high quality standards and a heavy focus on client experience
  • Technologically savvy with excellent knowledge of leading WFM technologies and best-in-class practices
  • Inclined to approach work creatively and problems critically, regularly thinking ‘outside the box’ and challenging the status quo
  • Highly flexible and adaptable to meet the evolving needs of a high-growth, dynamic and fast paced organization, with excellent organizational and project management skills
  • Outstanding spoken, written, and interpersonal communication skills to simplify complex workforce topics and assure full understanding
  • Curious and tenacious self-starter and team player with a hands-on, roll-up-your-sleeves work ethic
    • Location Tagging: #EU #US #CANADA #APAC #LI-Remote #LI-GW1

    We’re powered by people from around the world with their own unique and diverse experiences. We value all Krakenites and their talents, contributions, and perspectives, regardless of their background. 

    As an equal opportunity employer we don’t tolerate discrimination or harassment of any kind. Whether that’s based on race, ethnicity, age, gender identity, citizenship, religion, sexual orientation, disability, pregnancy, veteran status or any other protected characteristic as outlined by federal, state or local laws. 

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