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Web3 Workforce Management Specialist, Bulgaria

Location: Sofia, Bulgaria

Workforce Management Specialist, Bulgaria

Sofia, Bulgaria
Operations – Systems & Processes /
/ Hybrid

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Job Responsibilities:

    • Ensures the schedule makes effective use of resources while meeting service objectives, team specialties, and agents’ preferences. Communicates with Customer Success Team Leads and performs schedule adjustments as needed;
    • Responsible for reporting related to Workforce Management including, but not limited to daily volume and productivity reports, schedule adherence reports, monthly scorecards, monthly reports for payroll;
    • Captures, stores, and reports on historical statistics (volumes, KPIs, occupancy, forecast accuracy, etc.) and provides root-cause analysis and business impact analysis for all performance variances;
    • Maintains and analyzes workforce performance, lead analysis, and staffing change data for continuous quality and productivity improvement;
    • Maintains and analyzes workforce performance, lead analysis, and staffing change data for continuous quality and productivity improvement.

Job Requirements:

    • The Specialist should preferably have profound knowledge of the applicable contemporary practices in the field of Customer Service, including but not limited to understanding of operational matters regarding Customer Service;
    • The Specialist must have a reasonable understanding of the Company’s business, its technical, financial and organizational structure;
    • Able to communicate effectively with people at all levels both inside and outside the Company;
    • Strong written and verbal communication skills;
    • Should act with integrity, initiative, perseverance, discretion, ability for respect the personal dignity and rights of each employee, interest in the fintech industry;
    • Motivation to occupy the position;
    • Advanced level of Microsoft Excel and/or Google Sheets.

Life @

Empowered to think big. Try new opportunities while working with a talented, ambitious and supportive team.
Transformational and proactive working environment. Empower employees to find thoughtful and innovative solutions.
Growth from within. We help to develop new skill-sets that would impact the shaping of your personal and professional growth.
Work Culture. Our colleagues are some of the best in the industry; we are all here to help and support one another.
One cohesive team. Engage stakeholders to achieve our ultimate goal - Cryptocurrency in every wallet. 

Are you ready to kickstart your future with us? 


Competitive salary
Attractive annual leave entitlement including: birthday, work anniversary
Aspire career alternatives through us. Our internal mobility program can offer employees a diverse scope.  
Work Perks: visa card provided upon joining 

Our benefits packages vary depending on region requirements, you can learn more from our talent acquisition team.


Founded in 2016, serves more than 80 million customers and is the world's fastest growing global cryptocurrency platform. Our vision is simple: Cryptocurrency in Every Wallet™. Built on a foundation of security, privacy, and compliance, is committed to accelerating the adoption of cryptocurrency through innovation and empowering the next generation of builders, creators, and entrepreneurs to develop a fairer and more equitable digital ecosystem.

Learn more at is an equal opportunities employer and we are committed to creating an environment where opportunities are presented to everyone in a fair and transparent way. values diversity and inclusion, seeking candidates with a variety of backgrounds, perspectives, and skills that complement and strengthen our team.

Personal data provided by applicants will be used for recruitment purposes only.

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Location: Sofia, Bulgaria

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