Client Engagement Operations Analyst - Workforce Management (Remote)

About the Role

We are seeking a Client Engagement Operations Analyst - Workforce Management (Remote) to join our dynamic team at Kraken. As a fully remote company, Krakenites are located in over 70 countries, united by a common goal to accelerate the global adoption of crypto. In this role, you will play a vital part in ensuring our service support teams are optimally staffed to meet client needs.

What You'll Do

• Manage and forecast intraday arrivals for volume, average handling time (AHT), and shrinkage on a weekly basis for assigned teams.
• Create and maintain the intraday plan on a rolling two-week basis, ensuring alignment with operational needs.
• Analyze enterprise volume and productivity patterns to optimize staffing levels effectively.
• Review all permanent schedule change requests, communicate approvals, and update in the Workforce Management System.
• Research and recommend performance and efficiency improvement processes and changes.
• Run “what-if” scenarios to ensure proper staffing in both the short and long term.
• Ensure schedules are published in a timely manner and enter permanent schedule exceptions into the WFM system.
• Collaborate with departmental leadership to manage scheduling activities, including vacations, new hire schedules, and training sessions.

Requirements

• Strong passion for client experience and a collaborative mindset.
• Exceptional interpersonal and stakeholder management abilities.
• Creative problem-solver, comfortable with ambiguity, and capable of generating innovative ideas.
• Experience in workforce management or operations analysis.
• Ability to analyze data and turn it into actionable insights.
• Proficiency in workforce management systems and processes.
• Excellent communication skills for effective collaboration across teams.
• Ability to work independently and manage multiple priorities in a fast-paced environment.

Nice to Have

• Experience in the crypto or financial services industry.
• Familiarity with scheduling software and analytical tools.
• Knowledge of performance metrics and workforce optimization strategies.

What We Offer

• Competitive salary range of $41,100 - $82,200 per year.
• Fully remote work environment with flexible hours.
• Opportunity to work with a diverse team of industry pioneers.
• Access to ongoing professional development and training.
• Inclusive company culture that values diversity and merit.
• Comprehensive benefits package to support your well-being.
• Engagement in a mission-driven company focused on financial freedom and inclusion.
• Dynamic work environment that encourages innovation and creativity.