Workforce Manager

  • Remitly
  • Manila, Metro Manila, Philippines
  • Jul 06, 2018
Full time Data Developer

Job Description

Remitly’s vision is to become the world’s most customer focused payments company enabling remittance across international borders. Currently, Remitly offers an easy, affordable and safe way to transfer money to the Philippines, India and Latin America. We are rapidly growing and we need people like you to share this vision to help us accomplish our lofty goals.
 
As the primary Workforce Manager supporting Remitly's operations in the Philippines, your task will be to help transform the traditional global remittance industry, specifically through capacity planning and workforce reporting excellence and comprehensive analysis within our Customer Service and Risk Operations teams. You must excel as a self-starter and work well with cross-functional teams. This position is based in Pasig City, Philippines.
 
Job Requirements
  • Ensure adequate and the appropriate level of support capacity for assigned shifts, teams and initiatives on an ongoing basis.
  • Contribute to the development of and then execute operational initiatives and projects to ensure optimal staffing to help achieve Service Levels.
  • Identify and contribute to the creation of new metrics, KPIs, reporting and monitoring to drive operational excellence.
  • Actively nurture appropriate communication and feedback loops inside the team and throughout the company to leverage insights and learning to their fullest potential.
  • Define, retrieve, and analyze large datasets using Excel, and other technologies to drive and define operational solutions and approaches
  • Analyze current and historical work volumes and patterns, handle time, productivity trends/patterns and all future volume/work requirements to develop budget and volume/work forecasts
  • Analyze workforce shrinkage, make recommendations regarding reduction and provides shrinkage targets and vacation allowances when required
  • Manage a multiple channel or queue for multiple lines of business.
  • Analyze intraday statistics, workforce performance, service levels and scheduling statistics to recommend courses of action in balancing service levels to business and agent/staff requirements
  • Develop and maintain methods and procedures; actively identify business process excellence improvement opportunities, contributing to overall design and execution
  • Maintain a detailed record of activities, actions and impacts; and prepare departmental reports for daily, weekly, monthly and yearly period
  • Work and communicate effectively with Remitly's internal teams such as Marketing, Compliance, Fraud Product, Finance, Data Analytics, Engineering and Operations – as well as external teams such as a BPO
 
Qualifications
  • Bachelor’s degree in a technical, business, or analytical field (Mathematics, Computer Science, Statistics, Engineering or related field)
  • Experience with workforce, capacity analysis,scheduling and reporting
  • Advanced experience in Excel (Macros and VBA scripting)
  • Experience in extracting and transforming data from source systems to data analytics platform(s) and reports
  • Experience in conceptualising, designing, developing, testing, implementing and supporting capacity and workforce initiatives of internal or external stakeholders
  • Experience in analysing different types of data to support business needs and present the results in concise visualisation formats
  • Detail oriented, independent and able to work under pressure to meet deadlines
  • Has an inquisitive mind and proactivity to challenge the norms constructively
  • Good communication and presentation skills
  • Engaging and influencing stakeholders
  • Detail oriented, independent and able to work under pressure to meet deadlines
  • Adaptable to various stakeholders, business models and projects
  • Amenable to work in Ortigas Center, Pasig City
 
Preferred Qualifications:
  • Advanced degree (technical or MBA) or equivalent work experience is an advantage
  • Experience with SQL Databases is an advantage
  • Experience leading or supporting structured process improvement efforts
  • Knowledge of the financial services or payments industry
  • Preferred Skills): MySQL, Workforce Management, Change Management, Workforce Analysis, Data Analytics, Leadership
  • Preferably Manager/7 Yrs & Up Experienced Employee
  • Can start ASAP