Intraday Coordinator

Description

Intraday CoordinatorWhat are we doing?Our Customer Support team has surely grown. We are now a big family of 600+ agents, offering support in 12 languages from 5 different offices around the globe. With this many agents and locations, we must take strategic action to ensure appropriate staffing is consistently maintained across all customer-facing communication channels (emails, phones and chat). That’s what our global Workforce Management team focuses on - making sure the right agents are in the right place, at the right time, doing the right tasks. Several challenges can wreak havoc with even the most well-planned schedule: sudden spikes in volume, high absenteeism rates, outages, urgent staff issues, etc. That’s where you come in, balancing the workload, identifying opportunities for higher efficiency and taking action to maintain consistent performance.Responsibilities

• Analyse and manage real time data such as hold times, queue sizes, as well as call and email distribution to ensure resources are being used as effectively as possible
• Track CS agent performance metrics and collaborate with senior leads and leads on strategies to improve them
• Compile weekly and monthly insights and observations, identifying blockers and suggesting improvements in scheduling
• Proactively take action to optimize our coverage, striving to meet our service level agreements at all times
• Keep a log of daily observations and create logs of actions taken to mitigate critical situations
• Communicate clearly, respectfully and timely to fellow WFM agents and relevant teams
• Join customer contact strategy initiatives and scheduling projects, striving to deliver the most impact while making optimal use of our resources
• Participate in quarterly plannings 

About you

• You have Singaporean citizenship or permanent residency
• You have excellent verbal & written English skills
• You are a powerful team player who enjoys being an active participant in building and reviewing processes

• You are also a strong individual contributor on your own projects

• When you have to troubleshoot, you don't stop until you get to the root of the problem 
• You work effectively in a diverse cross-office and cross-team environment
• You have strong interpersonal and communications skills
• You’re passionate about data analysis
• You can proactively identify potential issues, measure impact and suggest solutions
• You are very organized with good time management, prioritization and multitasking skills.

Nice to have

• Background in Customer Support
• Excellent Microsoft Excel skills
• Experience in Workforce Management and with WFM tools 
• Experience with working in a fast-paced, high growth environmentSome benefits :
  
  • Stock options
  • Very comprehensive group insurance package that includes: life and total permanent disability, ad&d, hospitalization and surgical coverage, outpatient and specialist outpatient, dental and maternity insurance
  • Very generous Paid Time Off,  sick days, and other leave opportunities
  • All-expenses-paid annual company event in Europe
  • Paid sabbatical after 4 years
  • Click HERE for more info on benefits

  Please only apply, if you’re legally authorized to work in Singapore.

  
  

  A bit about TransferWise:Since 2011, we’ve had a clear mission: money without borders. Built by and for people who live global lives, we’re the fairest, easiest way to manage your money across borders.We’re just at the beginning of our story and we’re growing at an incredible pace. We won’t stop until anyone, anywhere can send, spend and receive money wherever they are, whatever they’re doing. There’s still heaps to do and we can’t do it alone.Our People:At TransferWise, you’ll be joining a movement of people who believe in a better, fairer, more transparent way of moving money around the world. You’ll collaborate to do your best work and take on problems that no one has looked at before.If you’re keen to learn, grow, try new things and aren’t afraid of a bold plan, you’ll fit right in.How we work:At TransferWise our strategy emerges from the collective brainpower of all our people, who are organised in dozens of independent, autonomous teams. Teams stay closest to our customers, so they choose what problems to solve and where to spend the most time.You’ll experience radical levels of ownership and empowerment within your role. Plus the opportunity to see the direct impact of your work on our customers.

  
  
  Please make sure your applications are submitted in English, as this is our working language.