Workforce Management Associate - Remote

Overview

As a Workforce Management Associate at Coinbase, you will create and own WFM models and tools to help forecast and track productivity for our growing Customer Experience operation.

In Short

• Create and maintain capacity plans for vendors and FTE.
• Set staffing targets and handle trade-offs between various operational metrics.
• Forecast and optimize staffing across multiple channels.
• Drive quality and productivity improvements.
• Collaborate with management to develop WFM strategies.
• Work with vendor partners to meet KPIs and SLAs.
• Analyze performance trends to improve metrics.
• Work in EST hours (8 PM - 5 AM shift).

Requirements

• 4 years of relevant experience in Workforce Management.
• Expertise in capacity planning, forecasting, and scheduling.
• Experience with Excel and workforce management tools.
• Able to analyze large data sets for trends.
• Excellent communication skills.
• Flexible and adaptable to a fast-paced environment.

Benefits

• Competitive salary with target bonus and equity.
• Comprehensive medical, dental, and vision benefits.
• Opportunity to work with a high-caliber team.
• Commitment to diversity and equal opportunity.