Wfm Resource Management And Analytics Jobs

Role Summary The Support Enablement Manager builds and scales the training, onboarding, and quality-assurance programs that power a high-performing contributor-support team. The role owns the full enablement lifecycle — from designing and delivering onboarding curricula to formalizing QA frameworks that drive measurable improvement across the support organization. Enablement priorities are set in partnership with the Regional Manager; the Manager owns execution end to end within that scope and brings recommendations when scope needs to change. This is a hands-on leadership role: assess the landscape, prioritize, build the plan, lead a small team, and deliver results, working cross-functionally with Regional Managers, Team Managers, SMEs, and WFM. Key Responsibilities Own the enablement function end to end — assess gaps, prioritize initiatives, and drive them to completion within scope agreed with the Regional Manager; surface recommendations when scope should change. Onboarding & curriculum — own the end-to-end onboarding for new Support Specialists; design, build, and continuously improve structured training that reflects current workflows, tools, and contributor-experience standards, so agents ramp quickly and confidently. Coaching & development — build and maintain ongoing training across all tiers; partner with Team Managers to close skill gaps with targeted interventions that translate into performance improvement. Quality assurance — own the QA program: scorecard design, calibration, audits, and reporting; keep QA consistent, fair, and actionable, and require that quality feedback cite a current source document. Knowledge base / SSOT — own the support knowledge base and its review cadence so guides stay accurate and current, and retire stale content. Team leadership — lead, develop, and manage a small team of Enablement & QA Specialists; set priorities, coach, and keep the team unblocked and accountable to high-quality output. Cross-functional part

Role Overview We achieve outstanding customer satisfaction through a 24x7x365 ‘follow-the-sun’ support model, with regional teams covering the Americas, EMEA, and APAC. We have an incredible opportunity for a customer-obsessed, process-driven Technical Services Operations Specialist to join MongoDB’s Technical Services team in Mexico City. As an operational powerhouse, this specialist will drive excellence, efficiency, and scale in delivering technical support services to our worldwide customer base. By embedding AI tools, automation, and modern workforce management workflows into daily operations, you will enable our technical support organization to operate smoothly, predictably, and seamlessly across global teams. As a key local representative of Technical Services (TS) Operations in Mexico City, you will play a central role in supporting our hybrid working model (3 days in office) while partnering closely with regional and global stakeholders to build a high-performing operations presence and ensure 24x7x365 operational readiness. Typical responsibilities include Organizing global on-call and mission-critical schedules using Workforce Management (WFM) tools and incident response platforms to guarantee seamless 24x7x365 support availability Collaborating with Technical Services leadership and staff to ensure integrated worldwide processes and a unified, high-quality customer experience Primarily supporting the AMER region while working and interacting regularly with global business partners across 'follow-the-sun' handovers Exemplifying a customer-obsessed mindset by resolving operational roadblocks, servicing critical customer access needs with urgency, and continually refining support ticket workflows Supporting the measurement, analysis, and dashboard reporting of teamwide Key Performance Indicators (KPIs) and metrics using tools like Tableau, SQL, and Google Sheets Identifying operational bottlenecks and building automated tools and scripts using Google Apps

Ready to do the most impactful work of your career? At Coinbase , we are uncompromising on our mission to increase economic freedom. The bar is high, the environment is intense, and we like it that way. This isn't a place for complacency, it’s a place to be pushed past your perceived limits. If you're ready to build the future of finance alongside people who refuse to settle for "good enough," you belong here. Coinbase is a remote-first, but not remote-only company. Expect to get together quarterly for intense in-person working sessions called “surges.” learn more about working at Coinbase . Team/Role Overview The GFCO Programs team is the end-to-end DRI for the financial crimes compliance operations experience and automation across Coinbase's global product and entity footprint. We design, govern, and continuously improve compliance operations through AI-first principles, ensuring regulatory soundness, protecting Coinbase, and delivering a better experience for our customers. We partner deeply with Central Compliance, Compliance Technology, Engineering & Architecture (EAA), GFCO Operations, Analytics, Workforce Management (WFM), Financial Crimes Data Intelligence (FCDI), and Legal to translate regulatory obligations and operational opportunities into scalable, durable programs across all compliance workstreams, products, and jurisdictions — including Suspicious Activity Monitoring (SAM), Enhanced Due Diligence (EDD), Screening, and Complaints. As a Senior Strategic Program Lead, GFCO (L5), you will serve as a independent program owner within GFCO Programs — owning one or more complex compliance program verticals end-to-end. You will operate with a high degree of autonomy, drive alignment with Director+ stakeholders, and lead programs that span several cross-functional teams, including external parties. You will act as a thought partner to GFCO leadership and be the connective tissue between Compliance Technology, EAA, Operations, WFM, and Central Co

This is Adyen Adyen provides payments, data, and financial products in a single solution for customers like Meta, Uber, H&M, and Microsoft - making us the financial technology platform of choice. At Adyen, everything we do is engineered for ambition. For our teams, we create an environment with opportunities for our people to succeed, backed by the culture and support to ensure they are enabled to truly own their careers. We are motivated individuals who tackle unique technical challenges at scale and solve them as a team. Together, we deliver innovative and ethical solutions that help businesses achieve their ambitions faster. Manager, Salesforce Integration Adyen’s Customer Support team operates globally with 200+ Support Engineers across ten regions. To deliver exceptional support at scale, we rely on a modern technology landscape that empowers our teams and enhances the customer experience. As the Salesforce Integration Manager (Support Infrastructure Team Lead), you will lead the team responsible for designing, building, and evolving systems powering Customer Support. Beyond Salesforce Service Cloud, your team will own telephony, messaging, workforce management, and quality assurance tooling. You will also collaborate with the Head of AI Support Product to integrate AI capabilities, including FIN (our AI Support agent), into our tech stack. Leading Business Analysts, Salesforce Administrators, Developers, and Architects, you will foster technical excellence, define the Support technology roadmap, and deliver scalable solutions for stakeholders across Adyen. What You'll Do Lead, mentor, and develop a multidisciplinary team of Salesforce Developers, Administrators, Architects, and Business Analysts. Optimize planning, release practices, and cross-functional collaboration to boost delivery speed, quality, and predictability. Define and execute the Customer Support technology strategy, including Service Cloud alongside other tools such as QA, WFM, and tel

This is Adyen Adyen provides payments, data, and financial products in a single solution for customers like Meta, Uber, H&M, and Microsoft - making us the financial technology platform of choice. At Adyen, everything we do is engineered for ambition. For our teams, we create an environment with opportunities for our people to succeed, backed by the culture and support to ensure they are enabled to truly own their careers. We are motivated individuals who tackle unique technical challenges at scale and solve them as a team. Together, we deliver innovative and ethical solutions that help businesses achieve their ambitions faster. Manager, Service Cloud Adyen’s Customer Support team operates globally with 200+ Support Engineers across ten regions. To deliver exceptional support at scale, we rely on a modern technology landscape that empowers our teams and enhances the customer experience. As the Service Cloud Manager (Support Infrastructure Team Lead), you will lead the team responsible for designing, building, and evolving systems powering Customer Support. Beyond Salesforce Service Cloud, your team will own telephony, messaging, workforce management, and quality assurance tooling. You will also collaborate with the Head of AI Support Product to integrate AI capabilities, including FIN (our AI Support agent), into our tech stack. Leading Business Analysts, Salesforce Administrators, Developers, and Architects, you will foster technical excellence, define the Support technology roadmap, and deliver scalable solutions for stakeholders across Adyen. What You'll Do Lead, mentor, and develop a multidisciplinary team of Salesforce Developers, Administrators, Architects, and Business Analysts. Optimize planning, release practices, and cross-functional collaboration to boost delivery speed, quality, and predictability. Define and execute the Customer Support technology strategy, including Service Cloud alongside other tools such as QA, WFM, and telephony platforms.&

🚀 We’re on a mission to make money work for everyone. We’re waving goodbye to the complicated and confusing ways of traditional banking. After starting as a prepaid card, our product offering has grown a lot in the last 10 years in the UK. As well as personal and business bank accounts, we offer joint accounts , accounts for 16-17 year olds , a free kids account and credit cards in the UK, with more exciting things to come beyond. Our UK customers can also save , invest and combine their pensions with us. With our hot coral cards and get-paid-early feature, combined with financial education on social media and our award winning customer service, we have a long history of creating magical moments for our customers! We’re not about selling products - we want to solve problems and change lives through Monzo ❤️ 📍Remote UK | 💰£40,400 - £51,050 (12 Month Fixed Term Contract) + Benefits ✨ ⭐ Our Workforce Management (WFM) team This is an excellent opportunity to step into a key Senior Service Analyst role on a 12-month fixed-term contract. You'll report to the WFM Service Manager and play a vital role in using data-driven insights to perfectly staff our customer operations and service teams. You will be a strong individual contributor, taking ownership of problems and leading on the design and implementation of solutions from start to finish. We are looking for someone with strong data skills to perform in-depth analysis, automate processes, and create independent Management Information (MI) and dashboards to support operations. You will help us comfortably navigate challenging trade-offs to achieve our goals while giving our customers the best experience possible. 🔑 You'll play a key role in: Executive Communication & Reporting: You will compile data-driven reports that provide key insights and actions for senior stakeholders, including weekly reporting, Monthly Business Reviews (MBRs), Ops Monitoring, and Domain Weekly Business Revie

CPI Security, a national leader in residential and commercial security solutions, is seeking a Head of Information Technology to serve as the company’s senior-most technology executive. This leader will establish and execute an enterprise-wide technology strategy that supports business growth, operational scalability, customer experience, security, and innovation. Headquartered in Charlotte, North Carolina, CPI Security was founded in 1991 on an entrepreneurial spirit and a passion for helping and protecting others. What started as a company of 10 employees and 300 customers has grown into one of the nation's top 10 largest security providers with over 750 employees serving more than 250,000 customers. Over the years, CPI has received many awards for excellence, such as twice-awarded SDM Dealer of the Year, Central Station of the Year, and the Marvel Award. The company leads the industry in alarm response times, is consistently ranked in the top 10 of electronic security businesses, and is widely known as North Carolina and South Carolina's Top 25 Best Places to Work. This position will direct all aspects of IT including, but not limited to, the following: Intake and Demand Management, Cybersecurity, Software & Salesforce Engineering, Data Analytics, AI/ML Development, Architecture Governance, Cloud and On-Prem Infrastructures, Networks, Vendor & Budget Management, Helpdesk, Telephony & WFM systems, and Project Management. What You’ll Do: Collaborate with the President and Executive Leadership Team to set short and long–term strategic objectives to achieve profits, growth, or other goals of the Company. Build, direct, and execute the company’s IT strategies with a focus on the areas of Cybersecurity, IT Operations, Software Engineering Initiatives and Business Intelligence/Data Analytics. Develop a deep understanding of the business model and looks for areas where technology can differentiate customer and employee experiences and drive operational

Want to be a bswifter? At bswift we’ve been transforming benefits administration since 1996, making it simpler, smarter, and more human. Our state-of-the-art, cloud-based technology and services empower employees to understand, manage, and love their benefits. From downtown Chicago, and remotely across the country, we serve thousands of companies and millions of people nationwide, reducing administrative burdens and freeing HR teams to focus on creating thriving, people-first workplaces. We’re looking for motivated and goal-driven individuals who share our passion for delivering excellence and creating solutions that make a difference. The reward is a fun, flexible and creative environment with ample opportunity for professional and personal growth. If you love the bswift values of pursue excellence, embrace accountability, deliver superior service, and be a great place to work, we want to hear from you! Position Summary We are looking for a motivated Software Engineer to support and help build the technology that powers bswift’s contact center operations. In this role, you will work across telephony and IVR scripting, digital chat, API integrations, Salesforce integrations, and bswift applications, including the CSR portal, to help ensure reliable and seamless client service operations. You will develop and maintain NICE ACD and Digital Chat scripts, contribute to application development, API integrations, and data queries across multiple systems, and collaborate closely with the Telephony, Development, Salesforce, and Workforce Management (WFM) teams under the guidance of the Technical Lead. Roles and Responsibilities IVR & Digital Chat Script Development Develop and maintain client-specific IVR and Digital Chat scripts on the NICE platform or an equivalent telephony platform, including skill setup and Copilot/agent-assist configurations. Write, maintain, and troubleshoot script-level API integrations using JSON payloads and RESTful

Ready to do the most impactful work of your career? At Coinbase , we are uncompromising on our mission to increase economic freedom. The bar is high, the environment is intense, and we like it that way. This isn't a place for complacency, it’s a place to be pushed past your perceived limits. If you're ready to build the future of finance alongside people who refuse to settle for "good enough," you belong here. Coinbase is a remote-first, but not remote-only company. Expect to get together quarterly for intense in-person working sessions called “surges.” learn more about working at Coinbase . We are seeking an L4 Capacity Planning Lead to join Coinbase's Compliance Workforce Management team. This role is central to translating volume trends, staffing assumptions, and business inputs into actionable short- and medium-range capacity plans that help our compliance operation meet regulatory demand efficiently and cost-effectively. The ideal candidate brings deep WFM domain expertise, strong analytical fundamentals, and the ability to operate with ownership and precision in a fast-moving, AI-informed planning environment. You'll work at the intersection of forecasting, operations, and cross-functional stakeholder collaboration to ensure our Compliance functions are always staffed to meet a continuously evolving demand landscape. What you’ll do: Own forecasts and short-range capacity plans across multiple compliance queues and markets, translating volume, AHT, and shrinkage trends into staffing requirements and coverage plans Use hybrid human–AI tooling to build and maintain capacity models that reflect the growing complexity of our support channels and workforce structure Create multi-scenario staffing plans that model trade-offs between Service Levels, Employee Experience, Operational Flexibility, and Cost Effectiveness Partner with vendor management and BPO partners to ensure staffing targets and contractual SLAs are met Collaborate with Complian

Our Global Structure Deliveroo is now part of DoorDash, bringing together teams with even greater reach, scale, and ambition. Depending on your role, you may collaborate with teammates, systems, and leaders across DoorDash and Wolt. Together, we’re unlocking new possibilities as one global team. The Role As a Program Manager for our Operational Support team, you will lead the design and delivery of large-scale programmes across the SMB Hub — from structured engagement frameworks to communications and change initiatives — that keep the Hub's commercial priorities moving and measurable. As a Program Manager, you will work closely with Sales, New Partner Experience (NMX), Account Management and Partner Support leads to ensure the right initiatives land at the right time, applying a recognised delivery methodology to keep programmes on track. This is an ideal role for an individual with strong project and time management skills who can manage multiple concurrent programmes end-to-end, while also designing long-term frameworks that drive lasting change across a large, fast-moving operation. The Team The SMB Hub brings together our commercial teams — Sales, New Partner Experience (NPX), Account Management and Partner Support — responsible for Deliveroo's relationships with thousands of independent restaurant and retail partners across Europe, supported through our in-house contact centre in Manchester and third-party providers. The Operational Support team is the glue that holds the Hub together. Within the team, we own workforce management (WFM), commercial excellence, tooling and automation — and this role is central to delivering change, ensuring effective communication throughout the Hub, and driving commercial excellence for our partners and the Hub as a whole. Core Responsibilities Programme & Change Management Lead end-to-end delivery of large-scale SMB initiatives — from scoping and governance through to sign-off, communications and reporting — s

Ready to do the most impactful work of your career? At Coinbase , we are uncompromising on our mission to increase economic freedom. The bar is high, the environment is intense, and we like it that way. This isn't a place for complacency, it’s a place to be pushed past your perceived limits. If you're ready to build the future of finance alongside people who refuse to settle for "good enough," you belong here. Coinbase is a remote-first, but not remote-only company. Expect to get together quarterly for intense in-person working sessions called “surges.” learn more about working at Coinbase . As an Operations Excellence Senior Program Lead on the CX Operations Excellence team, you'll own and optimize the workflows, routing logic, and agent tooling that power Coinbase's global Customer Experience operation. This team designs the CX operating system, covering end-to-end workflows, SOPs, routing, and tooling across Scaled Operations and Premium and Wealth, directly tied to CSAT, retention, FCR, and handle time. You'll turn ambiguous, multi-year CX goals into a clear portfolio of programs that measurably improve quality, efficiency, and the Specialist experience across in-house and BPO sites worldwide. What you'll do: Own program strategy for broadly scoped CX operations initiatives, translating business problems into structured plans and driving execution from discovery through global rollout while managing trade-offs between time, scope, and cost. Design and optimize end-to-end CX workflows, from contact entry points and routing logic through Specialist handling and resolution, to reduce friction, standardize experiences across sites and vendors, and ensure the right work reaches the right Specialist. Partner with Product, Tooling, WFM, Analytics, and Operations to shape queue design, case allocation rules, channel strategy, and automation/AI use cases that maximize productivity without sacrificing quality. Build and maintain CX standards and governance, in

Who we are At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences. Our dedication to remote-first work , and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands. . Hiring and how we work We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions! Also, while we are a remote-first company, you may be asked to report in person on an ad-hoc basis for team gatherings, functional off-sites or customer meetings. . See yourself at Twilio Join the team as Twilio’s next Vendor Operations & Governance Specialist. About the job We are seeking a results-driven Vendor Operations & Governance Specialist to oversee and optimize our global vendor partnerships. In this role, you will serve as the direct operational bridge and governance link between Twilio and our partner sites ensuring third-party contact centers consistently exceed Service Level Agreements (SLAs), quality standards, and operational benchmarks. Working alongside our Global Workforce Management (WFM) team, you will establish operational rigor, lead vendor performance reviews, and audit site operations. The ideal candidate is an analytical and influential leader capable of driving vendor accountability, mitigating operational risks, and translating vendor performance data into actionable strategic insights for senior leadership. Responsibilities In this role, you’ll: Day-to-Day Vendor Operations & Performance Own dai

About Ema Ema builds AI Employees for HR, IT and Finance. Our AI Employees take on the busy work across the employee experience, from recruiting, onboarding and benefits to IT support, invoice processing and payroll, so people can spend their time on work that needs them. Founded by former executives from Google, Coinbase, Flipkart, and Okta, our team includes engineers from premier tech companies and graduates of Stanford, MIT, UC Berkeley, CMU, and IITs. We are backed by industry leading investors including Accel, Naspers/Prosus, Creaegis, Section32, and angels like Sheryl Sandberg and Dustin Moskovitz. Headquartered in Silicon Valley and with offices in London, Bangalore and Vancouver, Ema is at the frontier of what Agentic AI can do in production. We ship real systems that run real business processes at scale. The Role We are looking for an Engineering Leader to manage and scale multiple product lines in the Voice, BPO, and Workforce Management space. This is a high-impact leadership role that sits at the intersection of real-time voice systems, operations research, and data-intensive platform engineering. You will report directly to the Head of Engineering and own the engineering organization that builds the infrastructure powering Ema’s Voice AI Employees, Agent QA, auto-learning pipelines, rich analytics, and workforce optimization capabilities — all operating as scalable, multi-tenant systems deployed across global geographies. You will collaborate with Product, ML/AI, and Go-to-Market teams to translate customer needs into production systems that handle high volumes of voice data, deliver real-time insights, and continuously improve through automated learning loops. As the owner of multiple product lines, you will balance roadmap priorities across Voice, BPO operations, and WFM (work force management) — ensuring each product evolves cohesively while meeting distinct customer needs. What You Will Do Scalable Multi-Tenant Systems Architect and build multi-ten

Zoox is seeking a Manager, Service Operations Systems to lead the strategy, optimization, and scaling of the enterprise systems supporting our Fleet Service Operations organization. This role will own the technology landscape across Asset Management, Maintenance, Field Service, Workforce Management, and Service Operations, ensuring our systems and processes are scalable, integrated, and capable of supporting rapid fleet growth. The ideal candidate combines deep service operations and enterprise systems expertise with strong hands-on leadership and execution, partnering closely with Operations and IT leadership to translate business needs into scalable solutions and deliver measurable improvements in fleet uptime, service efficiency, and operational performance. In this role, you will: Own and drive the roadmap for the Operations enterprise systems portfolio, including SAP EAM/PM, SAP FSM, Beeline, UKG, LMS, NICE WFM, and related platforms and integrations. Design and implement scalable, end-to-end business processes across Asset Management, Maintenance, Field Service, Workforce Management, and Operations. Lead the evolution of SAP EAM/PM capabilities, including asset lifecycle management, preventive maintenance, work orders, maintenance planning, and operational execution. Drive the optimization and adoption of SAP FSM to support field operations, technician workflows, scheduling, and service execution. <

This is Adyen Adyen provides payments, data, and financial products in a single solution for customers like Meta, Uber, H&M, and Microsoft - making us the financial technology platform of choice. At Adyen, everything we do is engineered for ambition. For our teams, we create an environment with opportunities for our people to succeed, backed by the culture and support to ensure they are enabled to truly own their careers. We are motivated individuals who tackle unique technical challenges at scale and solve them as a team. Together, we deliver innovative and ethical solutions that help businesses achieve their ambitions faster. Service Cloud, Team Lead Adyen’s Customer Support team operates globally with 200+ Support Engineers across ten regions. To deliver exceptional support at scale, we rely on a modern technology landscape that empowers our teams and enhances the customer experience. As the Service Cloud Team Lead (Support Infrastructure Team Lead), you will lead the team responsible for designing, building, and evolving systems powering Customer Support. Beyond Salesforce Service Cloud, your team will own telephony, messaging, workforce management, and quality assurance tooling. You will also collaborate with the Head of AI Support Product to integrate AI capabilities, including FIN (our AI Support agent), into our tech stack. Leading Business Analysts, Salesforce Administrators, Developers, and Architects, you will foster technical excellence, define the Support technology roadmap, and deliver scalable solutions for stakeholders across Adyen. What You'll Do Lead, mentor, and develop a multidisciplinary team of Salesforce Developers, Administrators, Architects, and Business Analysts. Optimize planning, release practices, and cross-functional collaboration to boost delivery speed, quality, and predictability. Define and execute the Customer Support technology strategy, including Service Cloud alongside other tools such as QA, WFM, and telephony platfor