Client Engagement Operations Analyst - Workforce Management
Building the Future of Crypto
Our Krakenites are a world-class team with crypto conviction, united by our desire to discover and unlock the potential of crypto and blockchain technology.
What makes us different?
Kraken is a mission-focused company rooted in crypto values. As a Krakenite, you’ll join us on our mission to accelerate the global adoption of crypto, so that everyone can achieve financial freedom and inclusion. For over a decade, Kraken’s focus on our mission and crypto ethos has attracted many of the most talented crypto experts in the world.
Before you apply, please read the Kraken Culture page to learn more about our internal culture, values, and mission. We also expect candidates to familiarize themselves with the Kraken app. Learn how to create a Kraken account here.
As a fully remote company, we have Krakenites in 70+ countries who speak over 50 languages. Krakenites are industry pioneers who develop premium crypto products for experienced traders, institutions, and newcomers to the space. Kraken is committed to industry-leading security, crypto education, and world-class client support through our products like Kraken Pro, Desktop, Wallet, and Kraken Futures.
Become a Krakenite and build the future of crypto!
Proof of work
The team
As a Client Engagement Operations Analyst, Workforce Management, you’ll play a critical role in ensuring our service support teams are staffed smartly and efficiently—right when our clients need us most. You’ll own intraday forecasting and scheduling, balancing real-time operational needs with longer-term planning. Working closely with operations and leadership, you’ll turn data into action to drive exceptional client experiences.
The opportunity
Manage and forecast the intraday arrivals for volume, AHT and shrinkage on a weekly basis for assigned teams
Create and maintain the intraday plan on a rolling 2 weeks basis
Analyze enterprise volume, productivity and patterns to optimize staffing levels
Review all permanent schedule change requests and communicate approvals as appropriate and update in the Workforce Management System
Research and recommend performance and efficiency improvement processes and changes
Run “what-if” scenarios as needed to ensure proper staffing short term and long term
Ensure schedules are published in a timely manner
Enter permanent schedule exceptions into the WFM system
Coordinate with the departmental leadership team to ensure all scheduling activities such as vacations, schedule changes, new hire schedules, meetings, training, meetings, etc.
Team up with Capacity Planning to create annual time off allocations, schedule bids, and holiday bid as approved by leadership
Lead the weekly short-term capacity calls for assigned teams
Maintain the job profile including team changes, terminations and new hires in the WFM system.
Maintain the Scheduling Inbox with a response time of 48 business hours
Partner with other internal teams (marketing, finance, business leadership) to understand the key drivers of call volume and incorporate into scheduling
Collaborate and communicate with team members and management to create a proactive partnership to ensure consistency across the organization
Document and train others on workforce management systems and processes
Back up escalations with data and facts
Skills you should HODL
Passionate about client experience
Highly collaborative, with exceptional interpersonal and stakeholder management abilities
Creative problem-solver, comfortable with ambiguity, who consistently generates new ideas to achieve organizational objectives
Unless a specific application deadline is stated in the job posting, applications are accepted on an ongoing basis.
Please note, applicants are permitted to redact or remove information on their resume that identifies age, date of birth, or dates of attendance at or graduation from an educational institution.
We consider qualified applicants with criminal histories for employment on our team, assessing candidates in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance.
Kraken is powered by people from around the world and we celebrate all Krakenites for their diverse talents, backgrounds, contributions and unique perspectives. We hire strictly based on merit, meaning we seek out the candidates with the right abilities, knowledge, and skills considered the most suitable for the job. We encourage you to apply for roles where you don't fully meet the listed requirements, especially if you're passionate or knowledgable about crypto!
As an equal opportunity employer, we don’t tolerate discrimination or harassment of any kind. Whether that’s based on race, ethnicity, age, gender identity, citizenship, religion, sexual orientation, disability, pregnancy, veteran status or any other protected characteristic as outlined by federal, state or local laws.
Stay in the know
About the job
Apply for this position
Client Engagement Operations Analyst - Workforce Management
Building the Future of Crypto
Our Krakenites are a world-class team with crypto conviction, united by our desire to discover and unlock the potential of crypto and blockchain technology.
What makes us different?
Kraken is a mission-focused company rooted in crypto values. As a Krakenite, you’ll join us on our mission to accelerate the global adoption of crypto, so that everyone can achieve financial freedom and inclusion. For over a decade, Kraken’s focus on our mission and crypto ethos has attracted many of the most talented crypto experts in the world.
Before you apply, please read the Kraken Culture page to learn more about our internal culture, values, and mission. We also expect candidates to familiarize themselves with the Kraken app. Learn how to create a Kraken account here.
As a fully remote company, we have Krakenites in 70+ countries who speak over 50 languages. Krakenites are industry pioneers who develop premium crypto products for experienced traders, institutions, and newcomers to the space. Kraken is committed to industry-leading security, crypto education, and world-class client support through our products like Kraken Pro, Desktop, Wallet, and Kraken Futures.
Become a Krakenite and build the future of crypto!
Proof of work
The team
As a Client Engagement Operations Analyst, Workforce Management, you’ll play a critical role in ensuring our service support teams are staffed smartly and efficiently—right when our clients need us most. You’ll own intraday forecasting and scheduling, balancing real-time operational needs with longer-term planning. Working closely with operations and leadership, you’ll turn data into action to drive exceptional client experiences.
The opportunity
Manage and forecast the intraday arrivals for volume, AHT and shrinkage on a weekly basis for assigned teams
Create and maintain the intraday plan on a rolling 2 weeks basis
Analyze enterprise volume, productivity and patterns to optimize staffing levels
Review all permanent schedule change requests and communicate approvals as appropriate and update in the Workforce Management System
Research and recommend performance and efficiency improvement processes and changes
Run “what-if” scenarios as needed to ensure proper staffing short term and long term
Ensure schedules are published in a timely manner
Enter permanent schedule exceptions into the WFM system
Coordinate with the departmental leadership team to ensure all scheduling activities such as vacations, schedule changes, new hire schedules, meetings, training, meetings, etc.
Team up with Capacity Planning to create annual time off allocations, schedule bids, and holiday bid as approved by leadership
Lead the weekly short-term capacity calls for assigned teams
Maintain the job profile including team changes, terminations and new hires in the WFM system.
Maintain the Scheduling Inbox with a response time of 48 business hours
Partner with other internal teams (marketing, finance, business leadership) to understand the key drivers of call volume and incorporate into scheduling
Collaborate and communicate with team members and management to create a proactive partnership to ensure consistency across the organization
Document and train others on workforce management systems and processes
Back up escalations with data and facts
Skills you should HODL
Passionate about client experience
Highly collaborative, with exceptional interpersonal and stakeholder management abilities
Creative problem-solver, comfortable with ambiguity, who consistently generates new ideas to achieve organizational objectives
Unless a specific application deadline is stated in the job posting, applications are accepted on an ongoing basis.
Please note, applicants are permitted to redact or remove information on their resume that identifies age, date of birth, or dates of attendance at or graduation from an educational institution.
We consider qualified applicants with criminal histories for employment on our team, assessing candidates in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance.
Kraken is powered by people from around the world and we celebrate all Krakenites for their diverse talents, backgrounds, contributions and unique perspectives. We hire strictly based on merit, meaning we seek out the candidates with the right abilities, knowledge, and skills considered the most suitable for the job. We encourage you to apply for roles where you don't fully meet the listed requirements, especially if you're passionate or knowledgable about crypto!
As an equal opportunity employer, we don’t tolerate discrimination or harassment of any kind. Whether that’s based on race, ethnicity, age, gender identity, citizenship, religion, sexual orientation, disability, pregnancy, veteran status or any other protected characteristic as outlined by federal, state or local laws.
Stay in the know