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, however crypto isn’t simple (yet). 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 customer 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 is seeking an experienced Workforce Management (WFM) leader that is eager to work in a fast paced, data driven environment to join our team. This is a newly formed role within the CE team and will be tasked with building out the Workforce Management team and delivering strategic and creative solutions to our toughest workforce challenges across the department. The Workforce Management team will play a fundamental role in our mission of providing tailored, reliable and effortless service experience for our clients. This team will be responsible for developing WFM strategies including forecasting, staffing, scheduling and monitoring for all of our service channels. The WFM Manager must have the technical skills to develop, understand and oversee forecast modeling while also understanding how capacity requirements translate into scheduling and have the tactical ‘know how’ & experience implementing a scheduling strategy to a team of 500+. A successful candidate will be a strategic thinker, can see around corners, is highly collaborative, be an effective and motivating leader, and demonstrate a passion for process improvements. This role is both a strategic and hands-on leadership role.
Responsibilities
Manage Client Engagement’s workforce management strategy, overseeing forecasting, staffing, resource planning, scheduling and real-time operations across all CE workgroups Build and manage a WFM team, directly managing 5-10 WFM experts Investigate, propose, and drive the adoption and use of industry leading WFM technologies to better understand staffing needs, improve worker scheduling, and otherwise optimize CE’s WFM strategy Partner with Data teams to create and build on systems to forecast staffing needs, monitor WFM process performance, and identify opportunities to increase resource utilization and improve the long term scalability of CE’s workforce management strategy Work closely with Hiring Managers and Supervisors to swiftly identify and address deficits and surpluses in CE workgroups through hiring, worker performance management, resource reallocation, worker termination and outsourcing efforts Operate in highly ambiguous environments susceptible to the development of difficult-to-predict, high impact and quickly evolving issues, building and developing on WFM strategies that flex with our business needs and promote maintenance of KPIs such as CSAT and SLA achievementRegularly present your team’s recommendations, work, roadmaps and results to project stakeholders and the company, using data to support recommendations and communicate resultsRepresent Kraken in relationships with WFM vendors and BPO companies in calls, emails and on-site events to drive WFM initiativesRequirements
10+ years of workforce management experience for large, client-facing organizations5+ years of related experience using analytical skills and a structured problem-solving approach to drive high impact results5+ years of experience managing high performing Workforce teams to drive significant improvements in management visibility and team efficiencyThrives in ambiguous, entrepreneurial and subjective environments that balance operational efficiency and data analysis with high quality standards and a heavy focus on client experienceTechnologically savvy with excellent knowledge of leading WFM technologies and best-in-class practicesInclined to approach work creatively and problems critically, regularly thinking ‘outside the box’ and challenging the status quo, while also fairly evaluating all possible solutions in making decisionsHighly 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, with the ability to manage cross-functional relationships, tailor communication style to audience and simplify complex technical topics to assure full understandingCurious and tenarious self-starter and team player with a hands-on, roll-up-your-sleeves work ethicSecurity and privacy focused mindsetPassionate about cryptocurrencies and motivated to accelerate global crypto adoptionLocation Tagging: #US #EU
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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