This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description As the WorkForce Specialist Team Lead, you will report directly to the CX Operations manager to proactively ensure the department’s staffing levels are being led with optimal efficiency. You will be pivotal in leveraging data to drive strategic decision-making and operational excellence. You will analyze workforce data, identify trends, and provide actionable management insights to enhance employee productivity and engagement, and forecast customer contact arrival. - Analyse workforce productivity and statistics to identify patterns, trends, and correlations with scheduling for the CX team. - Develop and maintain reports that communicate insights discovered (user productivity, SLA’s, employee schedule compliance, staffing levels & adherence, etc). - Maintain an attendance log for the department. - Monitor real-time customer volume and agent performance to adjust staffing levels and schedule as needed. - Reach out to people managers when employees are out of compliance. - Ensure coverage meets service-level agreements and operational needs regularly. - Forecast, plan, and schedule based on historical data, trends, budget, and departmental goals. - Stay updated on industry trends and best practices regarding workforce planning and management for customer service operations. - Manage program administration and provide necessary platform training for team members to use systems and manage reports. - Identify opportunities for improvement and present findings to management to drive positive decision-making. - Partner with leadership & people managers when new hire onboarding, training time, team meetings, or 1x1’s need to be scheduled on an ongoing basis. - Research and manage relationships with our WFM platform, ensuring it is being utilized to its ultimate capacity and staying up to date with system updates, program integrations, and additions. The hourly rate for this position is $26 - $34. The actual compensation will be based on factors such as the candidate’s skills, qualifications, and experience. Qualifications - 2+ years of experience in customer service, preferably with team management skills. - Experience with workforce optimization software and schedule management. - Excellent organizational and time management abilities. - Strong analytical and problem-solving skills. - Proficiency in Excel, Microsoft Office Suite, Google Drive, and other relevant software applications.

• Взяти ownership за процесинг у новому регіоні. • Відкрити та підтримувати MID-портфоліо (технічні, юридичні параметри, pricing, reserve conditions). • Досліджувати локальний ринок провайдерів і платіжних можливостей. • Забезпечувати відповідність продукту вимогам локальних провайдерів та регуляторів. • Супроводжувати інтеграцію нових платіжних партнерів (разом із tech-командою). • Моніторити risk-метрики та впроваджувати preventive risk management відповідно до локальних IPS правил. • Виступати liaison між tech, product та payment командами. • Бути product owner для створення та розвитку admin-зони з управління платіжною інформацією.

• Lead and develop a team of Clinical Research Associates (CRAs) • Oversee and manage clinical trial site activities within the region • Ensure all regional site operations comply with Good Clinical Practice (GCP) • Monitor regional site performance against key metrics • Collaborate closely with the Senior Director, Clinical Site Operations

• Lead the deployment, optimization, and operational management of new blockchain networks • Address high-impact Web3 incidents through rigorous troubleshooting, detailed log analysis, JSON-RPC response debugging • Develop and maintain comprehensive monitoring and alerting solutions using advanced dashboards (e.g., Grafana, DataDog) • Define, implement, and enforce service-level objectives (SLOs) and agreements (SLAs) • Implement and maintain automation solutions (Ansible, Terraform, Kubernetes) • Actively collaborate with Tier-1 support, infrastructure, and development teams • Participate in a rotating 24/7 on-call schedule to address critical system incidents