Workforce Scheduler at Remitly

Managua, Managua, Nicaragua

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Financial Services, FintechIndustries

Requirements

Experience with real-time adherence and compliance reporting
Familiarity with staffing optimization strategies and industry best practices
Previous experience working with global teams and managing scheduling for partner sites/BPOs
Proven experience in workforce scheduling or workforce management in a contact center or similar environment
Strong understanding of scheduling software and WFM tools
Excellent communication and collaboration skills to work effectively with cross-functional teams
Analytical mindset with the ability to interpret data and make data-driven decisions
Ability to manage multiple priorities and work under time pressure

Responsibilities

Generate and optimize schedule shells to ensure agent schedules align with updated customer behavior and business needs
Oversee schedule bidding processes on internal sites, ensuring efficient resource allocation
Create staffing requirements and schedules for partner/BPO sites while ensuring consistency with the global scheduling approach
Deliver high schedule efficiency and effectively manage seat utilization at internal sites
Partner with the Training team to manage training hours and integrate them into scheduling to minimize disruption
Recognize and communicate challenges and areas of improvement, providing solutions to meet staffing expectations at interval level
Facilitate weekly meetings with stakeholders to discuss schedule plans, expectations, and any updates or changes
Work closely with Operations including business support groups (HR, Facilities, Compliance, Training etc) to ensure essential training requirements and individual and personal development time are scheduled each week with the least impact to wait times
Review time off requests and make decisions based on forecast and business need
Work closely with Real-Time Analysts to update real-time schedule exceptions received in the WFM tool to ensure accurate adherence and compliance reporting
Analyze forecast versus actual to identify trends and provide solutions to meet Service Levels
Provide visibility and solutions to areas of opportunity to improve staffing performance
Conduct schedule simulations to provide advice regarding the impact of business strategies within contact centers
Create and maintain comprehensive WFM scheduling process documents
Ensure the Workforce Management (WFM) tool is up-to-date and properly utilized
Carry out additional tasks or special projects as assigned, related to the core operations of the business

Skills

Workforce Management

Scheduling

Workforce Scheduling

Real-time Adjustments

Data-driven Decision Making

Resource Allocation

Seat Utilization

Schedule Bidding

Staffing Requirements

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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