We’re looking for a Global Workforce Management Lead to help our teams deliver an experience that helps customers onboard with less time, scales globally with our growth and helps us decrease our costs towards zero. This role is based in Singapore.
Here’s how you’ll be contributing to the WFM team:
- Help our teams deliver a Customer Onboarding experience that helps our customers, scales globally with our growth and helps us drop our costs towards zero
- Partner with our Area leads of Customer Support, analyst team, and other operational teams to build a globally scalable model that aligns the product approach with considerations of location and language strategy, talent planning, hiring capacity, outsourcing opportunities, specialisation and cost modelling
- Move metrics including, SLA, case processed time, average handling time, volume, occupancy, QC, and % automated
- Lead, grow, and develop your team of Workforce Planners and Analysts to ultimately create a full-stack WFM function
- Be a part of our Customer Support leadership team, creating a strong operational culture, developing world class WFM team and leading hiring
This role will give you an opportunity to:
- Solve a truly global challenge - our rapid growth rate, global customer base and the inherent complexity of moving money makes growing our support model a truly unique challenge right at the heart of our mission
- Build and lead our global WFM team - you have the opportunity to strengthen, grow and coach the team across our locations
- Be a global WFM leader - as a part of our Customer Support leadership team you’ll be helping us evolve how we run CS operations, how we develop our people and how we scale globally
