CX WFM Capacity Planning Specialist

Job Title: CX WFM Capacity Planning Specialist

Location: Remote (India)

Company: Coinbase

Job Type: Full-time

About Coinbase:

Coinbase is on a mission to increase economic freedom in the world by building the emerging on-chain platform and the future global financial system. We are looking for exceptional individuals who are passionate about our mission and the power of blockchain technology to update the financial system.

Job Overview:

We are seeking a CX WFM Capacity Planning Specialist to join our Workforce Management (WFM) team. This role will involve creating and maintaining models for forecasting, scheduling, and tracking productivity for our growing Customer Experience operations.

Responsibilities:

• Capacity Planning & Forecasting: Develop and maintain detailed plans for vendors and Coinbase FTEs, including volume allocation and skill tracking.
• Staffing & Optimization: Create and evaluate staffing scenarios, optimizing for customer service levels, employee experience, and cost-effectiveness.
• Collaboration: Work with support management to develop strategies and drive quality, productivity, and process improvements.
• Data Analysis: Analyze performance trends and identify areas for improvement using statistical methodologies.
• Vendor Management: Collaborate with vendor partners to meet Key Performance Indicators (KPI) and Service Level Agreements (SLA).
• Automation: Automate planning processes and improve forecasting accuracy.

Requirements:

• Experience: Minimum of 3 years in Workforce Management, with advanced expertise in capacity planning, forecasting, and scheduling.
• Skills:
• Proficient in Excel, Google Sheets, and Nice tools.
• Experience with BI tools (e.g., Looker, Salesforce) and SQL is a plus.
• Ability to analyze large datasets to identify trends and patterns.
• Communication: Excellent verbal and written communication skills, with the ability to collaborate across departments.
• Other: Strong problem-solving skills, adaptability, and a passion for delivering exceptional customer experience.

Preferred Qualifications:

• Education: BA/BS in a quantitative field (Math, Stats, Computer Science) or equivalent experience.
• Additional Experience: Familiarity with WFM tools, digital product development cycles, and experience presenting to senior leadership.

Why Coinbase?

• Competitive salary, target bonus, and equity.
• Work-from-home flexibility.
• Opportunities for growth and impact in a fast-paced environment.

Apply now to be part of Coinbase’s mission to build a more open financial system for the world!