CoinFlip is hiring a

Web3 Workforce Manger

CoinFlip is a leading fintech company powered by cryptocurrency. Believing everyone deserves to participate in the new digital economy, the company operates one of the world’s largest networks of cryptocurrency ATMs — with over 4,000 active kiosks — as well as an over-the-counter trading desk. In 2022, CoinFlip became an international company by expanding into Canada, and launched CoinFlip Ventures, a new initiative designed to support start-up companies. 

CoinFlip placed No. 60 on the 2021 Inc. 5000 list of the nation’s fastest-growing private companies. CoinFlip was also named the 2021 and 2022 #1 fastest-growing company in Chicago by Crain’s Business. 

As our growth trajectory continues, we’re looking to quickly expand all of our teams. It’s an exciting time to join CoinFlip as we’re pursuing additional business lines and continued international expansion to further cement us as a leading financial technology company. 

The Workforce Manager will be responsible for the forecasting, capacity planning, scheduling, and financial planning for all customer service teams. This role will ensure day-to-day service levels are met based on a strong understanding of contact center operations, reporting & analytics, and team leadership in a multi-channel environment and will effectively partner with customer service operations leaders to meet and exceed service levels, staffing, and response time goals.

Responsibilities:

• Oversee the forecasting, capacity planning, and scheduling functions of the Customer Support team
• Design and continually improve forecast models of CX contacts and staffing requirements
• Optimize department scheduling to exceed target customer service levels
• Analyze historical trends and inputs to enhance and improve the capacity planning and forecasting
• Develop strategies to optimize workforce scheduling and effectively deploy resources at a reduced cost to the business
• Produce monthly, quarterly and annual resourcing plans for each team
• Plan and prioritize the team’s roadmap, monitor progress, and take responsibility for the accuracy of results and recommendations
• Provide guidance, training, and problem-solving assistance to team members
• Continuously measure and assess progress against existing workforce plans to ensure practical business alignment and exhibit the ability to lead cross-functional projects in the design of alternative approaches
• Translate business requirements into technical solutions to add value to the department
• Organizes and self-manages tasks and priorities; and takes responsibility for their timely completion
• Create an environment where everyone can learn from mistakes, voice their opinions, and ask judgment-free questions
• Other duties as assigned

Qualifications:

• 5 years of proven experience in workforce management role in a contact center with advanced knowledge of process, tools, and capacity planning
• Experience with role/specialization-based service models
• 2+ years of people management experience
• Expert knowledge and usage of call center forecasting methodologies, staffing models, and scheduling methodologies, including the ability to model these by hand or with workforce management software
• Excellent listening, communication, interpersonal and presentation skills; ability to communicate effectively to senior management and broad cross-functional stakeholders
• Analytical with meticulous attention to detail, and a passion for making data-driven decisions
• Demonstrates flexibility in a changing work environment
• Desire and ability to investigate and learn new tools, with a drive for ongoing self-education
• Ability to maintain composed and professional demeanor within a flexible and busy work environment

Nice to Have:

• Basic knowledge of cryptocurrency and blockchains
• Experience with multi-lingual service organizations
• General passion and knowledge of fintech and crypto

Working at CoinFlip means collaborating with experienced and innovative leaders who share a clear vision and a track record of success. We offer a collaborative and positive working environment where we encourage employees to balance productivity with time to recharge. Compensation is above and beyond a typical “startup” — we offer competitive salaries, performance-based incentives, and competitive benefits for full-time employees.

CoinFlip values diversity in the workplace and is an equal opportunity employer committed to providing an inclusive and accessible work environment. We thank all candidates who apply, but only those selected for an interview will be contacted. 

By applying to this role, you give express consent to CoinFlip to send you informational text (SMS) messages regarding this role and the application process. You can cancel the SMS service at any time by replying "STOP" to the text message you received. If at any time you forget what keywords are supported, just reply "HELP." Message and data rates apply. If you require a special accommodation, please let us know and we’ll work with you to meet your needs.