Okcoin is hiring a
Web3 Workforce Management Lead (Contract)

Compensation: $54k - $100k *

Location: Austin, Texas, United States

Who We Are

Okcoin is one of the world’s largest and fastest growing cryptocurrency exchanges. We help millions of people buy and sell bitcoin, and over 20 other crypto assets every day — but our work is a whole lot more than that. We’re building an inclusive future of finance, one that opens new opportunities to learn financial literacy, store value, and build wealth for everyone.

Ready to help the next billion people experience the future of finance with us? Come on board. We have offices in San Francisco, Malta, Hong Kong, Singapore, Japan, and Korea, but we believe in you working wherever you work best.

About the Team

We’re a team of risk-minded problem solvers who advise the business on the company’s regulatory obligations and enterprise risk. We’re also deeply committed to moving the needle on risk and compliance standards for the crypto industry, building products in a compliant way, and protecting the company from financial, regulatory and reputational risks. Our team consists of seasoned risk and compliance professionals who are based across our global offices.

About the Opportunity

This position's primary focus is to lead the WorkForce and Performance Management processes for the Global Investigation team with our functions in Austin, TX, Malta, and Beijing.

In this role, the individual will be fully responsible for capacity planning, team schedule, work closely with the Team Leaders and Managers to plan our efficiency in daily operations. You would oversee team productivity, forecast our staffing needs, and time-off requests. This also requires real-time monitoring and oversight of employees.

Our ideal candidate is a self-starter who appreciates challenges, takes initiative to improve the status quo, and can provide positive support and encouragement to our team.

What You’ll Be Doing:

  • Leads the development of the capacity planning, analyzing contact volumes, AHT, attrition, and other key variables to achieve service level attainment across all channels.
  • Work with internal business units, talent acquisition, human resources, training & Quality Assurance team to monitor key metrics (e.g., Attrition, LOA, Shrinkage, etc.) to monitor workforce performance and build action plans to address operational issues.
  • Deliver and automate daily, weekly, and monthly reporting; design and build visually engaging and informative dashboards;
  • Continually improve the key metrics and dashboards to measure performance, drive business insight, and identify actions to improve;
  • Partner with finance to provide input for accruals, plan/budget updates, and alert to changes that may impact financials;
  • Responsible for establishing best practice metrics and dashboards to report on capacity and staffing plan performance. Analyzes and interprets data to identify areas for improvement or development;
  • Incorporate changes in Performance Management process in support of business process and strategy;
  • Implement governance around the Performance Management process to drive consistency in metric alignment, methodology, reporting and measurement;
  • Assist in the development of frameworks and tools to conduct end-to-end strategic workforce planning.

What We Look For In You:

  • 3-5 years professional experience performing data analytics that influence business decision making, preferably in workforce management, planning and analysis for an operations function.
  • Bachelor’s degree, preferably in a quantitative field (finance, economics, business) or equivalent experience
  • Organizational and managerial skills
  • Excellent verbal and written communication and presentation skills are required with the ability to effectively influence across a diverse partner base.
  • Strong analytical and problem-solving skills required
  • Computer proficiency

Nice to Haves:

  • Hands-on experience using WFM software.
  • Human resources experience preferred
  • Experience working with teams across offices and time zones.

OKCoin Statement

OKCoin is committed to equal employment opportunities regardless of race, color, genetic information, creed, religion, sex, sexual orientation, gender identity, lawful alien status, national origin, age, marital status, and non-job related physical or mental disability, or protected veteran status. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Apply Now:

This job is closed

Compensation: $54k - $100k *

Location: Austin, Texas, United States

This job is closed


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