Blue Cube Services is hiring a

Web3 Workforce Management Scheduling & Planning Analyst

Customer Success Contractor

Location - Remote (Manila and Makati)

Blue Cube Services is excited to recruit a remote-working Workforce Management Scheduling Analyst to work on a project for one of the world’s leading software platforms for digital assets. This is a self-employed contractor role compensated in cryptocurrency. As such, candidates are responsible for their own tax declarations.

Our client is seeking a highly skilled and analytical Workforce Management Scheduling & Planning Analyst to join their dynamic team. The ideal candidate will have hands-on experience in scheduling 24/7 shift coverage, preferably within the technology industry, specifically for customer support teams or similar environments. This individual will play a crucial role in optimizing workforce efficiency, ensuring adequate coverage, and contributing to the overall success of our operations. Additionally, this individual will be asked to work on additional ad hoc projects pertaining to workforce needs, so this is an ideal role for someone who is looking to expand their skillset beyond workforce analysis and scheduling.

Our client is seeking candidates for this role who are able to work Monday-Friday from 12:00pm-9:00pm local time (Manila). Some schedule flexibility may be required at time.

Responsibilities:

• Shift Scheduling: Develop and maintain a comprehensive 24/7 shift schedule for our client’s customer support team, ensuring optimal coverage to meet service level objectives.

Analytical Insights:

• Lead weekly staffing review meetings detailing the previous week’s performance, the forecasted performance of the current and future weeks while also identifying any risks
• Utilize strong analytical skills to build and generate reports, identifying coverage gaps and instances of overstaffing.
• Collaborate with Quality Assurance (QA) agents to align staffing levels with the team's workload.

Capacity Forecasting:

• Work closely with industry trends and historical data to forecast capacity needs, providing guidance on when to scale staffing levels up or down.
• Perform ongoing analysis of current staffing and efficiencies comparing them to current staffing requirements to ensure proper staffing in all skills 24/7

Timesheet Management:

• Review and process scheduling change requests
• Oversee the closing of timesheets, ensuring accuracy and compliance with company policies.
• Collaborate with Finance and HR to ensure timely and error-free delivery of timesheets for weekly payroll processing.

Workforce Optimization:

• Continuously assess and optimize workforce efficiency, making recommendations for improvements in scheduling practices.
• Collaborate with Customer Support QA agents, team management, and cross-functional partners across a variety of workforce related projects

Communication:

• Maintain open communication with team leads, managers, and relevant stakeholders to ensure alignment between scheduling efforts and overall business goals.

Qualifications:

• Experience:
• Proven experience in workforce management, specifically in scheduling for 24/7 shift coverage, preferably in the technology industry.
• Analytical Skills:
• Strong analytical and problem-solving skills, with the ability to identify trends and patterns in scheduling data.
• Forecasting:
• Experience in forecasting capacity needs based on industry trends and historical data.
• Collaboration:
• Ability to collaborate effectively with QA agents, managers, and cross-functional teams to align staffing with workload.
• Timesheet and Payroll Experience:
• Experience in closing timesheets and coordinating with Finance and HR for error-free and timely payroll processing.
• Communication Skills:
• Excellent written and verbal communication skills, with the ability to convey complex scheduling information clearly.

REQUIREMENTS:

• Minimum 2 years experience of workforce planning
• Proven experience in workforce management, specifically in scheduling for 24/7 shift coverage, preferably in the technology industry.
• Demonstrated ability to use data analytics to identify trends, drive operational, quality, and team performance in accordance with department and organizational goals.
• Experience with Zendesk and/or When I Work is a major plus.
• Demonstrated commitment to maintaining a high level of professionalism, including punctuality, reliability, and consistent work performance.
• Ability to take the lead in making improvements and resolving issues
• Candidates must have access to an appropriate laptop with a camera or a webcam and a phone capable of running Google Authenticator software.
• Strong written and verbal communication skills in English.
• Can commit to shift based work. Weekly schedules are typically consistent but occasionally may require some flexibility.
• Candidates must be prepared to submit to further background/security checks if required.
• Must be 18 years of age or older.

COMPENSATION & PERKS:

• Successful candidates will receive training in crypto and customer success service from our client’s global, in-house training team.
• Competitive compensation, in cryptocurrency.
• Opportunities for progression for high performers
• Ability to work remotely.

Apply Now: