Workforce Team Manager

Remitly’s vision is to become the world’s most customer focused payments company enabling remittance across international borders. Currently, Remitly offers an easy, affordable, and safe way to transfer money to the Philippines, India and Latin America. We are rapidly growing and we need people like you to share this vision to help us accomplish our lofty goals.

Remitly is looking for a Workforce Team Manager to lead the workforce team in Managua, Nicaragua & Manage Partner Team’s across the Globe. The candidate will be responsible to help Design & Implement workforce management practices, Work with global teams to support ongoing projects which directly or indirectly impact customer success organization. This Individual will Lead Capacity Planning, Forecasting & Realtime for the Managua site and closely coordinate with partner sites to balance overall performance. Also working closely with Operations, Finance, Analytics, Projects & Head office to help achieve organizational goals.

Job Requirements

• Work closely with site leadership to understand the trend of the business, understand the needs of internal stakeholders and design plans to address in the best way possible. Constant communication on work being done to internal stakeholders.
• Supervise & lead Managua workforce team responsible for forecasting, capacity planning, scheduling, Skilling & Performance reporting. Also act as an individual contributor at times to deliver on strategic initiatives led by the central workforce leader.
• Provide Ongoing training, Coaching & Development opportunities to the team members & ensure team skill set improvement over a period of time. Review performance of the team members on a quarterly basis & take necessary actions wherever required.
• Identify leakages in current operations and work with the operations team to help improve performance for Managua site as well as other sites.
• Define, retrieve, and analyze large datasets using Excel, and other technologies to drive and define operational solutions and approaches
• Serve as a primary contact point for Remitly Leadership & business partners for all workforce related activities. Maintaining open lines of communication & Manage relationships to ensure the right message is delivered and at the same time optimal performance is achieved.
• Analyze current and historical work volumes and patterns, handle time, productivity trends/patterns and all future volume/work requirements to develop budget and volume/work forecasts
• Analyze workforce shrinkage, make recommendations regarding reduction and provides shrinkage targets and vacation allowances when required
• Manage a multiple channel or queue for multiple lines of business.
• Analyze intraday statistics, workforce performance, service levels and scheduling statistics to recommend courses of action in balancing service levels to business and agent/staff requirements
• Develop and maintain methods and procedures; actively identify business process excellence improvement opportunities, contributing to overall design and execution
• Maintain a detailed record of activities, actions and impacts; and prepare departmental reports for daily, weekly, monthly and yearly period
• Work and communicate effectively with Remitly’s internal teams such as Marketing, Compliance, Fraud Product, Finance, Data Analytics, Engineering and Operations – as well as external teams such as a BPO

Qualifications

• Bachelor’s degree in a technical, business, or analytical field (Mathematics, Computer Science, Statistics, Engineering or related field)
• Solid Experience with workforce, capacity analysis, scheduling and reporting will be preferred.
• Advanced experience in Excel is an added advantage (Macros and VBA scripting)
• Experience in extracting and transforming data from source systems to data analytics platform(s) and reports
• Experience in analyzing different types of data to support business needs and present the results in concise visualization formats
• Detail oriented, independent and able to work under pressure to meet deadlines
• Has an inquisitive mind and proactivity to challenge the norms constructively
• Excellent communication and presentation skills
• Engaging and influencing stakeholders
• Detail oriented, independent and able to work under pressure to meet deadlines
• Adaptable to various stakeholders, business models and projects

Preferred Qualifications

• Experience with SQL Databases is an advantage
• Experience leading or supporting structured process improvement efforts
• Knowledge of the financial services or payments industry.