Remote CX Operations, Junior Work Force Manager

About Remote

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. Check out remote.com/how-it-works to learn more or if you're interested in adding to the mission, scroll down to apply now.

Please take a look at remote.com/handbook to learn more about our culture and what it is like to work here. Not only do we encourage folks from all ethnic groups, genders, sexuality, age and abilities to apply, but we prioritize a sense of belonging. You can check out independent reviews by other candidates on Glassdoor or look up the results of our candidate surveys to see how others feel about working and interviewing here.

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

Role

The role of a Junior Workforce Manager involves assisting in the management of a support workforce and optimizing staffing levels to ensure efficient operations. This role requires a combination of data analysis, scheduling, communication, and collaboration skills to help support teams effectively manage their workforce and achieve service goals.

What you bring

• Strong analytical and problem solving skillset
• Experience working in a global support structure
• Write and speak in fluent English
• Experience with WFM tools and processes

Responsibilities

• Continuously monitor real-time data, such as ticket volumes and pending live messaging tickets.
• Track key performance indicators (KPIs) and metrics to assess the current state of operations.
• Assist in developing short-term and long-term forecasts for workload and staffing needs. This includes predicting future demand based on historical data and other relevant factors.
• Assist in creating and maintaining employee schedules that align with forecasted workloads. Ensure schedules comply with labor laws, company policies, and employee preferences to optimize productivity and employee satisfaction.
• Allocate resources as needed to meet current demand.
• Identify and escalate issues or bottlenecks in real-time to appropriate teams and/or the leadership team

What we offer you

• An async work environment allowing you to be flexible with your time and work when its best for you
• A unique set of problems to solve within a global support structure
• 100% remote workspace, you work where you want to work

Practicals

• You'll report to: Manager of CX Operations
• Team:
• Location: For this position we welcome everyone to apply.
• Start date: As soon as possible

Remote Compensation Philosophy

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.

#LI-DNI

Benefits

Our full benefits & perks are explained in our handbook at remote.com/r/benefits. As a global company, each country works differently, but some benefits/perks are for all Remoters:

• work from anywhere
• unlimited personal time off (minimum 4 weeks)
• quarterly company-wide day off for self care
• 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

1. Please fill out the form below and upload your CV with a PDF format.
2. We kindly ask you to submit your application and CV in English, as this is the standardised language we use here at Remote.
3. 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.

Need help? Email hiring@remote.com

Summary
Company name: Remote
Remote job title: CX Operations, Junior Work Force Manager
Job tags: analytics, Interviewing, Scheduling