Scheduling Analyst II
Coinbase
Ready to be pushed beyond what you think you’re capable of?
At Coinbase, our mission is to increase economic freedom in the world. It’s a massive, ambitious opportunity that demands the best of us, every day, as we build the emerging onchain platform — and with it, the future global financial system.
To achieve our mission, we’re seeking a very specific candidate. We want someone who is passionate about our mission and who believes in the power of crypto and blockchain technology to update the financial system. We want someone who is eager to leave their mark on the world, who relishes the pressure and privilege of working with high caliber colleagues, and who actively seeks feedback to keep leveling up. We want someone who will run towards, not away from, solving the company’s hardest problems.
Our work culture is intense and isn’t for everyone. But if you want to build the future alongside others who excel in their disciplines and expect the same from you, there’s no better place to be.
What you’ll be doing (ie. job duties):
- Create and maintain the schedules of individuals or teams including Shift Bid.
- Maximizing efficient utilization of resources for schedules that have been released in the most cost effective way i.e. holidays, time-offs, break planning, proactively ensuring sufficient coverage at all times.
- Balance the availability and resources to ensure all tasks are completed on time and adjust schedules as necessary to accommodate changes in priorities or deadlines.
- Partnering with the Capacity Planning and Operations team to address any schedule/staffing and performance gap.
- Closely working with RTAs to ensure agent adherence & productivity is controlled & action is taken where appropriate.
- Maintaining the internal roster to properly account any leavers that will require additional account requests.
- Work across department leaders to champion continuous process improvement.
- Reviewing the schedules/IDP created by co-schedulers before releasing it.
- Partnering with the Real Time Manager in identifying areas for improvements to workforce productivity, modifications of existing process and initiating new projects. Default POC when Manager is not available.
What we look for in you (ie. job requirements):
- Passionate about delivering an excellent Customer Experience
- Minimum of 1 year of relevant experience in Workforce Management / Operations
- Expertise in scheduling, reporting and has background in real time management and capacity planning
- Proficient in the use of workforce management tools
- Able to work with large amounts of data to identify trends and patterns.
- Specialist in spreadsheet tools like Google Sheet.
- Flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization.
- Excellent written and verbal communication skills required
- Able to proactively collaborate with other departments to seek opportunities for improvement of resource utilization, and provide input on performance
Nice to haves:
- Experience using BI tool such as Looker and Salesforce
- SQL experience a plus
- Experience meeting with and presenting information to senior leadership.
Commitment to Equal Opportunity
Coinbase is committed to diversity in its workforce and is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sex, gender expression or identity, sexual orientation or any other basis protected by applicable law. Coinbase will also consider for employment qualified applicants with criminal histories in a manner consistent with applicable federal, state and local law. For US applicants, you may view the Know Your Rights notice here. Additionally, Coinbase participates in the E-Verify program in certain locations, as required by law.
Coinbase is also committed to providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please contact us at accommodations[at]coinbase.com to let us know the nature of your request and your contact information. For quick access to screen reading technology compatible with this site click here to download a free compatible screen reader (free step by step tutorial can be found here).
Global Data Privacy Notice for Job Candidates and Applicants
Depending on your location, the General Data Protection Regulation (GDPR) and California Consumer Privacy Act (CCPA) may regulate the way we manage the data of job applicants. Our full notice outlining how data will be processed as part of the application procedure for applicable locations is available here. By submitting your application, you are agreeing to our use and processing of your data as required. For US applicants only, by submitting your application you are agreeing to arbitration of disputes as outlined here.