Workforce Management Analyst I at Remitly

Manila, Metro Manila, Philippines

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Not SpecifiedCompensation

Entry Level & New Grad, Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Financial Services, Customer ServiceIndustries

Requirements

Bachelor’s degree holder
Must have at least 1-2 years of working experience in the related field
Proven experience in real time scheduling
Excellent MS Excel knowledge
Intermediate to advance communication skills
Forecasting experience is a plus

Responsibilities

Forecasting, scheduling, reporting and real time management of telephonic/voice, e-mail and chat operations for various teams in REPH and offshore business unit partners
Analyze workforce metrics, trends/patterns and resource allocation to meet organizational needs
Execute complex analysis to improve forecast accuracy, schedule efficiency, and operational effectiveness
Lead in modeling out various scenarios for Operations Leaders that provide actionable insights for REPH
Ensure accuracy of WFM volume forecasts, schedules, schedule models and schedule forecasts for operations
Perform complex analysis using predictive modeling
Real-time monitoring of calls in queue
Real-time skilling of agents
Generating and sending of pertinent reports
Creating and plotting of schedules
Provide proactive recommendations

Skills

Key technologies and capabilities for this role

Workforce ManagementForecastingSchedulingReal-time MonitoringMS ExcelPredictive ModelingReportingResource AllocationData Analysis

Questions & Answers

Common questions about this position

What qualifications are required for the Workforce Management Analyst I role?

Candidates must hold a Bachelor’s degree, have at least 1-2 years of working experience in the related field, proven experience in real time scheduling, excellent MS Excel knowledge, and intermediate to advanced communication skills. Forecasting experience is a plus.

What is the salary or compensation for this position?

This information is not specified in the job description.

Is this a remote position or does it require office work?

This information is not specified in the job description.

What are the key responsibilities of the Workforce Management Analyst I?

The role involves forecasting, scheduling, reporting, and real-time management of telephonic/voice, e-mail, and chat operations, analyzing workforce metrics and trends, performing complex analysis using predictive modeling, real-time monitoring of calls, skilling agents, generating reports, creating schedules, and providing proactive recommendations.

What experience makes a strong candidate for this role?

Strong candidates will have 1-2 years in a related field, proven real-time scheduling experience, excellent MS Excel skills, and solid communication abilities, with forecasting experience being advantageous.

Remitly

International money transfer for immigrants

About Remitly

Remitly focuses on international money transfers, helping immigrants send money to their families quickly and securely at lower costs than traditional banks. The company charges transaction fees and earns from the exchange rate margin, offering various transfer options like bank deposits and cash pickups. Remitly enhances user experience through its website and mobile app, allowing real-time tracking of transfers, and engages with immigrant communities by providing helpful resources and educational support. Its goal is to meet the unique needs of immigrants while ensuring fast, affordable, and reliable money transfer services.

Seattle, WashingtonHeadquarters

2011Year Founded

$423.9MTotal Funding

IPOCompany Stage

Fintech, Financial ServicesIndustries

1,001-5,000Employees

Benefits

Continuing Education or Travel Stipend

Office Culture

Flexible PTO, Schedules and Leaves

DEI Learning Opportunities

Community Engagement

Inclusive Benefits

Risks

Swift's integration into banks' channels poses a competitive threat to Remitly.

AI agents' rise may challenge Remitly's operational model in efficiency and cost-effectiveness.

Schall Law Firm's investigation could impact investor confidence and Remitly's reputation.

Differentiation

Remitly focuses on immigrants, offering competitive rates and fast, secure transactions.

The company leverages technology for a seamless user experience via its app and website.

Remitly engages with immigrant communities through content and educational initiatives.

Upsides

Increased digital wallet adoption in key markets expands Remitly's reach to unbanked individuals.

AI agents in operations could reduce costs and improve Remitly's efficiency.

Visa collaboration enhances Remitly's cross-border fund flow services, boosting customer satisfaction.

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