Workforce Coordinator (Fintech)

TL;DR

Workforce Coordinator (Fintech): Managing forecasting, scheduling, and performance tracking for a large-scale Customer Support team with an accent on capacity planning and data accuracy. Focus on optimizing headcount for 200+ employees, conducting root-cause analysis of performance gaps, and ensuring service level adherence in real-time.

Location: Remote (Poland, Portugal, or Romania)

Salary: PLN 9,700 - PLN 10,200 gross monthly (Poland)

Company

A global financial super app delivering visibility, control, and freedom to over 75 million customers worldwide.

What you will do

• Forecast and plan headcount for 200 employees across four locations.
• Generate and regularly adjust forecasts and schedules to maintain service levels.
• Maintain team data accuracy regarding new joiners, team changes, and leavers.
• Collaborate with team leaders in real-time to ensure adherence to schedules.
• Oversee trend analysis and maintain accurate data for the Member Experience team.
• Improve processes for performance tracking and target setting using root-cause analysis.

Requirements

• Experience in a contact center with knowledge of inflow forecasting, handling time, and queue management.
• English: C1+ level fluency required.
• Bachelor's degree or equivalent work experience.
• Proficiency in G-Suite and Outlook, with the ability to quickly learn new software.
• Strong data analysis skills and high attention to detail to identify mistakes in complex data.
• Must be based in Poland, Portugal, or Romania.

Culture & Benefits

• Certified Great Place to Work™ with a multicultural, hard-working team.
• Strong commitment to diversity and inclusion through a dedicated D&I Framework.
• Opportunity to build a global financial super app and redefine success in finance.
• Flexible remote work arrangement within specified European countries.