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 https://www.kraken.com/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 https://support.kraken.com/hc/en-us/articles/226090548-How-to-create-an-account-on-Kraken.

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 https://blog.kraken.com/crypto-education/security-at-kraken, crypto education https://blog.kraken.com/category/crypto-education, and world-class client support https://blog.kraken.com/crypto-education/support-at-kraken through our products like Kraken Pro https://pro.kraken.com/, Desktop https://www.kraken.com/desktop, Wallet https://www.kraken.com/wallet, and Kraken Futures https://www.kraken.com/features/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,