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Workforce Manager

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Remitly

16d ago

  • Job
    Full-time
    Senior Level
  • Customer Relations
    Business, Operations & Strategy
  • Manila
  • Quick Apply

AI generated summary

  • You should have a bachelor’s in a relevant field, 5+ years in workforce management, Excel skills (Macros/VBA), and experience with data analysis, project implementation, and documentation.
  • You will validate ML forecasts, coordinate staffing for launches, monitor service levels, identify performance gaps, create reports, and communicate across teams to optimize operations.

Requirements

  • Bachelor’s degree in a technical, business, or analytical field (Mathematics, Computer Science, Statistics, Engineering or related experience)
  • 5+ years of experience with workforce, forecasting, capacity analysis, scheduling and reporting
  • Knowledge of Excel is a plus (Macros and VBA scripting)
  • Experience conceptualizing, developing, testing, implementing capacity and workforce projects of internal or external partners
  • Experience analyzing different types of data to support our needs and present the results in concise visualization formats
  • Experience documenting customer pain points, workflows, and requests and lead solutions.

Responsibilities

  • Review and validate ML forecasting output with trend and dig through actual reasons of deviations/aberrations to ensure that the forecast supplied for capacity planning has not more than 5% deviation. This will also need coordination with multiple partners from ML, Program, Operations & Workforce teams.
  • Coordinate with the Remitly ML, Analytics & Workforce team to provide a 52-week outlook to plan right.
  • Coordinate with CS Program and CS Product teams to understand the impact of new launches and work with capacity planning to ensure HC is rightly staffed for new launches.
  • Monitor & Review Service Level Agreements on daily basis, Identify the reason of missed performance and plan appropriate corrective action if the gap relates to Capacity, Scheduling or RTA.
  • Identify and contribute to the creation and validation of new reporting and monitoring to ensure metrics improvement.
  • Work with CS Program & Product partners to land changes on the technology end and ensure limited performance issues as we navigate the change.
  • Design regular communication and feedback loops inside the team and throughout the company to use insights and learning to their fullest potential.
  • Maintain methods and procedures; identify business process excellence improvement opportunities, contributing to overall design and execution.
  • Maintain a detailed record of activities, actions and impacts; and prepare departmental updates on regular frequency.
  • Work and communicate with Remitly's teams such as Marketing, Compliance, Fraud Product, Finance, Data Analytics, Engineering and Operations – and external teams such as a BPO.

FAQs

What is the main responsibility of the Workforce Manager at Remitly?

The main responsibility of the Workforce Manager is to ensure the best experience for customers by effectively managing workforce operations globally, which includes forecasting, capacity planning, scheduling, and real-time management.

What qualifications are needed for the Workforce Manager position?

A Bachelor’s degree in a technical, business, or analytical field and at least 5+ years of experience in workforce management, forecasting, capacity analysis, scheduling, and reporting are required.

Is there a specific technical skill that is preferred for this role?

Knowledge of Excel, particularly with Macros and VBA scripting, is considered a plus.

What type of schedule does the Workforce Manager position have?

The position operates in a hybrid setup, requiring four days of work on-site, and may include flexible working hours and working on weekends.

What kind of teams will the Workforce Manager work with?

The Workforce Manager will work and communicate with various teams within Remitly, such as Marketing, Compliance, Fraud Product, Finance, Data Analytics, Engineering, Operations, and external teams like BPOs.

Are there any benefits offered for the Workforce Manager role?

Yes, the benefits include Rice Allowance, Transportation Allowance, Paid Vacation, Medical, Dental & Vision, Accident and Life Insurance, Employee Stock Purchase Plan (ESPP), and Mental Health & Family Forming Benefits.

How does Remitly ensure an inclusive work environment?

Remitly is committed to nondiscrimination and creating an inclusive environment for all employees, valuing diversity across all aspects of employment and operations.

Will the Workforce Manager be involved in people management?

Yes, the Workforce Manager will have people management responsibilities as part of their role.

How frequently will the Workforce Manager need to prepare departmental updates?

The Workforce Manager is expected to maintain a detailed record of activities and prepare departmental updates on a regular frequency.

What is the expected accuracy for the forecasting output managed by the Workforce Manager?

The Workforce Manager is tasked with ensuring the forecast supplied for capacity planning has no more than a 5% deviation by validating ML forecasting outputs.

We are united through our mission - to tirelessly deliver on our promise to immigrants sending money across the world.

Finance
Industry
1001-5000
Employees
2011
Founded Year

Mission & Purpose

Remitly is a company that provides digital remittance services, enabling individuals to send money internationally in a safe, convenient, and cost-effective manner. Their ultimate mission is to transform the lives of immigrants and their families by providing them with financial inclusion and empowerment. Remitly's purpose is to create a global financial system that is more inclusive, accessible, and fair, allowing people to seamlessly send and receive money across borders, bridging the gap between loved ones and promoting economic opportunities worldwide.

Benefits

  • Continuing Education or Travel Stipend

    Spend up to $1,000 per year on costs related to continuing education or on travel to countries Remitly serves, allowing you to gain insights to our customer’s journeys.

  • Office Culture

    All of our office spaces offer our employees a place to collaborate and celebrate. With locally sourced artwork and vibrant designs, they create an environment that all can enjoy.

  • Flexible PTO, Schedules and Leaves

    Fill your cup up outside of work and take advantage of our generous paid time off policies, leave policies, and flex working hours to ensure you are able to meet the demands of life outside of work.

  • DEI Learning Opportunities

    Tap into the learning routines, resources and affinity groups Remitly provides to help you further your own DEI journey.