CX WFM Capacity Planning Analyst

Coinbase is seeking a full time employee to be part of our Workforce Management (WFM) team.  As an associate on WFM, you’ll create and own WFM models and tools to help forecast and track productivity for our growing Customer Experience operation.

What you’ll be doing (ie. job duties): To be completed by all business teams except Eng.

• Create, develop, and maintain detailed capacity plans for vendors and CB FTE along with volume allocation files and skill tracker.
• Create multiple What if scenarios and set staffing targets for our business/vendors by handling trade-offs between Customer Experience/Service Levels, Employee Experience, Operational Flexibility and Cost Effectiveness.
• Forecast, schedule and optimize Full-Time Employee and Contact Center Staffing across multiple channels. Automate our planning process that allows us to add inputs that represent the growing complexity of our work and drive down variation.
• -  Ability to drive quality, productivity, and process improvements and keep pace with our growth while motivating others to meet the challenges of a very customer-focused and metrics driven environment
• Collaborate with the customer support management team to develop WFM strategies and identify areas for improvement, automation and cost savings. 
• Work closely with multiple vendor partners to meet interval Key Performance Indicators (KPI) and contractual Service Level Agreements (SLA) as defined by the business. 
• Clearly communicate dependencies and manage/track expectations. Analyse drivers of significant forecast misses to continuously improve forecasting
• Utilize statistical methodology to analyze performance trends and improve metrics including but not limited to average handle time, utilization and shrinkage.
• Working in PST hours (8 PM - 5 AM shift)

What we look for in you (ie. job requirements): To be completed by all business teams except Eng. 

• Passionate about delivering an extraordinary Customer Experience
• Minimum of 2 years of relevant experience in Workforce Management
• Expertise in capacity planning, forecasting and scheduling
• Experience building and analyzing models for capacity using excel/Nice tool. Proficient in the use of workforce management tools
• Able to work with large amounts of data to identify trends and patterns.
• Expert in spreadsheet tools like Excel and Google Sheet.
• Flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization.
• Excellent written and verbal communication skills required
• Able to proactively collaborate with other departments to seek opportunities for improvement of resource utilization, and provide input on performance

Nice to haves:

• Experience using BI tool such as Looker and Salesforce
• SQL experience a plus
• Experience meeting with and presenting information to senior leadership.
• WFM Forecasting, Headcount planning, Scheduling/RTA.

ID: P57138