Crypto.com is hiring a

Web3 Workforce Management Specialist, Bulgaria

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.

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. 

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: crypto.com visa card provided upon joining 

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

About Crypto.com:

Founded in 2016, Crypto.com 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, Crypto.com 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 https://crypto.com. 

Crypto.com 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. Crypto.com values diversity and inclusion, seeking candidates with a variety of backgrounds, perspectives, and skills that complement and strengthen our team.