Client Engagement Operations Analyst - Remote Position

About the Role

We are looking for a Client Engagement Operations Analyst to join our remote team at Kraken. As a Client Engagement Operations Analyst - remote, you will play a vital role in ensuring our service support teams are optimally staffed to meet client needs. This position is essential for managing intraday forecasting and scheduling, balancing real-time operational demands with long-term planning.

What You'll Do

• Manage and forecast intraday arrivals for volume, average handling time (AHT), and shrinkage weekly for assigned teams.
• Create and maintain a rolling 2-week intraday plan to optimize staffing levels.
• Analyze enterprise volume and productivity patterns to enhance operational efficiency.
• Review and approve permanent schedule change requests, updating the Workforce Management System accordingly.
• Research and recommend improvements in performance and efficiency processes.
• Run “what-if” scenarios to ensure proper staffing both short-term and long-term.
• Ensure timely publication of schedules and manage permanent schedule exceptions.
• Collaborate with departmental leadership to coordinate scheduling activities, including vacations and training.

Requirements

• Strong passion for client experience and a collaborative mindset.
• Exceptional interpersonal and stakeholder management skills.
• Creative problem-solving abilities, comfortable with ambiguity.
• Experience in workforce management or a related field.
• Ability to analyze data and translate it into actionable insights.
• Proficient in using workforce management systems.
• Excellent communication skills to foster teamwork and collaboration.

Nice to Have

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

What We Offer

• Competitive salary ranging from $90,000 to $120,000 per year.
• Fully remote work environment with flexibility.
• Opportunities for professional growth and development.
• A diverse and inclusive company culture.
• Access to industry-leading tools and resources.
• Health and wellness benefits.
• Team-building activities and events.