Job Title: CX WFM Capacity Planning Specialist

• Company: Coinbase
• Location: India (Remote)
• Employment Type: Full-time
• Salary Range: ₹1,601,700 INR (annual salary)
• Job Type: Easy Apply

About the Role

Coinbase is looking for a CX WFM Capacity Planning Specialist to join their Workforce Management (WFM) team. In this role, you’ll create and maintain capacity plans, optimize forecasting, and improve productivity for Coinbase’s growing Customer Experience operation. You will work with data to make strategic decisions and collaborate across teams to improve processes and drive efficiency.

Key Responsibilities

• Capacity Planning & Forecasting: Develop and manage capacity plans for vendors and Full-Time Employees (FTEs), ensuring alignment with Customer Experience and Service Levels.
• Scenario Planning: Create "What if" scenarios and manage staffing targets to balance customer service, employee experience, and cost efficiency.
• Workforce Scheduling & Optimization: Forecast and optimize staffing across multiple channels, automating processes to reduce variation.
• Performance Improvement: Drive improvements in quality, productivity, and processes while maintaining customer-focused metrics.
• Collaboration: Work closely with customer support management, vendors, and internal teams to develop WFM strategies, manage key KPIs, and meet Service Level Agreements (SLAs).
• Data Analysis: Use statistical methods to analyze trends, including metrics like average handle time, utilization, and shrinkage.
• Stakeholder Communication: Communicate dependencies, manage expectations, and track performance against forecast targets.

What Coinbase is Looking For

Required Skills & Experience:

• 3+ years of relevant experience in Workforce Management.
• Expertise in capacity planning, forecasting, and scheduling.
• Advanced knowledge of Excel and Google Sheets for data analysis and model building.
• Ability to work with large data sets, identify trends, and derive actionable insights.
• Strong communication skills (written and verbal) to collaborate with internal teams.
• Ability to work flexibly in a high-growth, fast-paced organization.

Nice to Haves:

• Experience using BI tools (e.g., Looker, Salesforce) and workforce management tools.
• SQL experience and a background in data-driven decision-making.
• Bachelor’s degree (or higher) in a quantitative field (e.g., Math, Stats, Physics, Computer Science).
• Experience presenting to senior leadership and driving data science projects.
• Practical knowledge of Python for data analysis and business problem-solving.

Why Join Coinbase

• Mission-Driven: Work with a company that’s focused on economic freedom and building the future of finance using blockchain technology.
• Dynamic Environment: Thrive in a fast-paced, high-caliber work culture where your contributions matter.
• Competitive Compensation: Receive a competitive salary, bonus, equity, and a full benefits package (including medical, dental, and vision).
• Growth Opportunities: Join a company that encourages continuous learning and offers opportunities to shape its future.

How to Apply

• Easy Apply: This role is available for easy application through the platform.
• Equal Opportunity Employer: Coinbase is committed to diversity and inclusion, and all qualified applicants will be considered without discrimination.