Crypto.com is hiring a

Web3 Head of WFM

We are Foris Europe - the operational power of Crypto.com.

Crypto.com is redefining how money is being moved, spent and invested. Crypto.com is democratizing blockchain technology by designing beautiful, simple and useful financial services that have a lasting, positive impact on people’s lives.

The Head of WFM will monitor, analyze and be responsible for workforce management staff and processes at the organization.

Responsibilities:

• Provide strategic direction, tactical leadership and day to day responsibilities for the workforce employees and insure proper staffing and training to accomplish departmental goals and objectives;
• Grow and develop workforce team to support, forecast and staff to multiple customer interaction channels and back office activities;
• Provide budget forecasts and staffing recommendation related to current and new business projects;
• Lead team of Real Time Analysts and WFM specialists;
• Deliver executive and operational reporting and analytics for multiple customer success business segments;
• Identify trends and makes recommendations to improve operational effectiveness;
• Accountable for business continuity planning, and supporting and advancing technical systems/ telephony and contact center capabilities;
• Drive cost savings initiatives for operational efficiencies including queue design, occupancy, and scheduling efficiencies, along with highly effective management of agent FTE through capacity management across multiple sites and multiple customer interaction channels: phone, email, chat and back-office functions;
• Design workforce processes, procedures and methodologies used for developing accurate and timely forecasts for staff and capacity planning;
• Assess and quantify near term risk and opportunities and the impact to business initiatives;
• Collaborate with Operations Managers in the preparation of the forecasting process to ensure business needs are met and translate those needs as appropriate;
• Maintain appropriate reporting of systems and procedures for hiring, turnover, and tenure to identify trends which impact staffing, recruiting ability, and staff productivity;
• Partner with stakeholders to coordinate hiring plans as needed;
• Support and maintain workforce tools and systems used for contact center routing, staffing, forecasting and reporting.

You will know we want to hear from you if you have:

• Minimum of five (5) years of experience in a service center environment;
• Minimum of five (5) years of service center management experience at a Sr. Leadership level is required;
• High proficiency in English (minimum C1 level of the CEFR);
• Hands-on experience in using a variety of communication channels such as phone, email, live chat, Facebook etc.; working knowledge of Zendesk, Intercom or Slack is a plus;
• Excellent customer service mindset and attitude to follow through and respond to problems/requests proactively and effectively;
• Attention to detail. You are a self-motivated and independent fast learner, not afraid but excited from often changes;
• Good interpersonal, problem-solving and analytical skills;
• Proficiency in MS Office.

• We offer an attractive compensation package working in a cutting-edge field of Fintech.
• Huge responsibilities from Day 1. Be the owner of your own learning curve. The possibilities are limitless and depend on you!
• You get to work in a very dynamic environment and be part of an international team.
• You will get to have involvement in developing a brand new product from scratch alongside a talented team.

If you meet the requirements above and feel ready to dive into our challenging dynamics, by joining the Foris Europe's team on a permanent contract basis, we are looking forward to receiving your CV in English by applying below.

Only shortlisted candidates will be contacted with information on the next steps of our application process.

Apply Now: