C
Hybrid
Global Workforce Planning & Transformation
Chime
Overview
Lead forecasting, capacity planning, scheduling, and workforce optimization activities across a large-scale global customer operations organization supporting more than 4,000 agents. Develop staffing plans that align member demand, service level objectives, employee experience, and financial goals.
Benefits, from the posting itself
Hover a row for the exact line it came from. Nothing inferred.
backup child carereceipt ⟳
“including backup child, elder, and pet care and subsidized commuter benefits for eligible employees.”
subsidized commuter benefitsreceipt ⟳
“including backup child, elder, and pet care and subsidized commuter benefits for eligible employees.”
annual wellness stipendreceipt ⟳
“Annual wellness stipend to use towards eligible wellness related expenses”
22 wks parental leavereceipt ⟳
“Up to 22 weeks of paid parental leave for birthing parents and 12 weeks of paid parental leave for non-birthing parents”
12 wks parental leavereceipt ⟳
“Up to 22 weeks of paid parental leave for birthing parents and 12 weeks of paid parental leave for non-birthing parents”
Key Responsibilities
- Lead forecasting, capacity planning, scheduling, and workforce optimization activities across a large-scale global customer operations organization supporting more than 4,000 agents.
- Develop staffing plans that align member demand, service level objectives, employee experience, and financial goals.
- Partner with Operations, Finance, Vendor Management, and Analytics teams to ensure workforce strategies support business priorities and long-term growth.
- Monitor workforce performance, identify emerging risks and opportunities, and recommend staffing adjustments that improve operational outcomes.
- Establish and enhance processes that improve forecast accuracy, staffing efficiency, schedule effectiveness, and workforce performance.
Key Requirements
- 7+ years of workforce management experience supporting large-scale customer operations environments.
- 3+ years of people leadership experience with a demonstrated track record of coaching, developing, and retaining high-performing teams.
- Deep expertise in forecasting, capacity planning, scheduling, real-time management, and workforce analytics that drive measurable business outcomes.
- Experience supporting complex operations with thousands of agents across multiple geographies, channels, and outsourced vendor partners.
- Strong analytical skills and experience translating workforce data into actionable recommendations for operational and executive stakeholders.
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