Workforce Management Specialist

What is the role about?

The Workforce Manager is responsible for maintaining optimal staffing levels and resource allocation across the entire Operations department to efficiently meet business demands. The Operations department includes teams handling Onboarding, Fraud, Tech, Retail and Professional Support, Compliance Management, and both FIAT and Crypto operations. The Workforce Manager focuses on workforce planning, forecasting, and scheduling to maximize productivity while ensuring a high standard of service delivery.

Key Responsibilities:

• Create team schedules to cover 16/7 operations and on-call schedules for 24/7 coverage. 
• Monitor and document any changes (such as holidays or sick leave), while taking full responsibility for maintaining adequate staffing levels across the various teams
• Develop and maintain workforce plans to support current and future operational needs.
• Monitor and analyze workload trends, optimizing schedules to align with demand.
• Collaborate with managers and team leaders to identify resource gaps and resolve bottlenecks.
• Leverage workforce management tools and analytics for data-driven decision-making.
• Report on team performance, providing recommendations to improve efficiency.

Qualifications:

• Experience in workforce planning, preferably within a high-growth or crypto/fintech setting.
• Proficiency in workforce management software and data analysis tools.
• Strong organizational skills and ability to multitask under pressure.
• Excellent problem-solving and communication skills.
• A keen eye for detail and a strong commitment to maintaining a clean and organized workforce planning.