Client Engagement Operations Analyst - Workforce Management

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. 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. 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.

Introduction

Kraken is seeking a highly motivated Client Engagement Operations Analyst specializing in Workforce Management. In this fully remote role, you will be instrumental in optimizing staffing and scheduling for our client service support teams. Your expertise will ensure our teams are efficiently deployed to provide exceptional support to our global client base.

Responsibilities

• Manage and forecast intraday arrivals for volume, AHT, and shrinkage on a weekly basis for assigned teams.
• Create and maintain the intraday plan on a rolling two-week basis.
• Analyze enterprise volume, productivity, and patterns to optimize staffing levels.
• Review all permanent schedule change requests, communicate approvals, and update the Workforce Management System.
• Research and recommend performance and efficiency improvement processes and changes.
• Run "what-if" scenarios to ensure proper short-term and long-term staffing.
• Ensure schedules are published in a timely manner.
• Enter permanent schedule exceptions into the WFM system.
• Coordinate with departmental leadership to manage all scheduling activities, including vacations, schedule changes, new hire schedules, meetings, and training.
• Collaborate with Capacity Planning to create annual time-off allocations, schedule bids, and holiday bids as approved by leadership.
• Lead weekly short-term capacity calls for assigned teams.
• Maintain the job profile, including team changes, terminations, and new hires in the WFM system.
• Manage the Scheduling Inbox with a response time of 48 business hours.
• Partner with internal teams (marketing, finance, business leadership) to understand key drivers of call volume and incorporate them into scheduling.
• Collaborate and communicate with team members and management to ensure consistency across the organization.
• Document and train others on workforce management systems and processes.
• Support escalations with data and facts.

Requirements

• Demonstrated passion for client experience.
• Highly collaborative with exceptional interpersonal and stakeholder management abilities.
• Creative problem-solver, comfortable with ambiguity, consistently generating new ideas to achieve organizational objectives.

Nice to Have

• Prior experience in a FinTech or cryptocurrency environment.
• Familiarity with remote working best practices.

Benefits

• Remote work
• Flexible hours
• Token compensation
• Competitive salary (70,000-90,000 USD)
• Professional development opportunities

About Company

Kraken is a world-class team driven by a shared conviction in crypto and blockchain technology. Our mission is to accelerate the global adoption of crypto to achieve financial freedom and inclusion for everyone. As a fully remote company, we have Krakenites in 70+ countries who develop premium crypto products for experienced traders, institutions, and newcomers, including Kraken Pro, Desktop, Wallet, and Kraken Futures. We are committed to industry-leading security, crypto education, and world-class client support.

How to Apply

Please apply directly through the provided application link. We encourage candidates to familiarize themselves with the Kraken app and Kraken Culture page to understand our values and mission before applying.