About Uphold
The Web3 economy will redefine how financial value is held and transacted - with much activity shifting towards blockchain networks and digital assets. Founded in 2013, Uphold is a Web3 financial platform that supports almost 300 digital assets and acts as a Regulated Gateway to the Web3 economy. Featuring integrations with 26 blockchain networks and a robust trading engine connected to 30 underlying venues, the platform allows users to trade ‘Anything-to-Anything’ while enjoying keen pricing and deep liquidity. Uphold has completed more than 120 million transactions worth $40 billion from 10 million customers in over 150 countries.Both people and companies need to access this exciting Web3 world, but it can be technically demanding and time-consuming.Uphold strips away the complexity and lack of transparency to open up Web3 finance for everyone.To learn more about Uphold, please visit https://uphold.comDescription:The Workforce Planning Analyst will play a critical role in supporting the Workforce Planning Manager across multiple departments and outsource partners.You will be responsible for maintaining and building operational reporting, ensuring SLAs are met.
You will also maintain capacity plans and ensure headcount requirements are met. The ideal candidate will possess strong analytical skills, experience with workforce management tools, and a keen ability to translate data into actionable insights.Responsibilities:
- Maintain, build, and create operational reports.
- Analyse operational performance to achieve SLAs (utilisation, occupancy, productivity).
- Plan and forecast across multiple channels (voice, email, social media, and web chat).
- Validate headcount requirements for core activities, ensuring that long term resource requirements are submitted within the relevant timescales for outsource partners and internal staffing.
- Maintain internal capacity plans for Customer Service functions.
- Ensure that all relevant upcoming change initiatives are impact assessed and incorporated into future plans.
- Identify continuous improvement opportunities to optimise workflow/reduce response and resolution times.
Qualifications:
- Advanced knowledge of Google Sheets and/or Microsoft Excel.
- Significant experience of planning for a ‘back office’ function.
- Experience of working with Outsource Partners.
- Excellent interpersonal skills.
- Experience of working across multiple communication channels.
- Excellent communication skills, and the ability to translate complex data into meaningful information that drives business decisions.
- Attention to detail and good problem-solving skills.
- Good written and verbal communication.
Bonus if you have:
- Experience working with Zendesk.
What we have to offer you:
- Innovation and Impact: Be a part of a company driving innovation and making meaningful impact. Work on cutting-edge projects in a stimulating and challenging work environment.
- Competitive Compensation: We offer a salary, stock options, performance-based bonuses, and comprehensive benefits.
- Strong Company Culture: Join a supportive and positive work environment built on shared values of integrity, teamwork, accountability, and excellence.
- Global All-Hands Calls: Regular sessions to share updates, strategize, and foster connections.
- Development: Opportunities for training and mentorship programs.
- Flexibility: Work from home, from other locations or slightly different hours available.
- Inclusive and Diverse Environment: Foster an environment where different perspectives are valued.
Benefits:
- Annual bonus program based on individual, team and company performance.
- Home office stipend to support the setup of a productive home office.
- Generous PTO, healthcare coverage, and employee assistance programs.
- Interesting and fun events and celebrations.
EEOC Employer
Uphold is an Equal Opportunity Employer that does not discriminate on the basis of race, color, religion, gender, national origin, age, military service eligibility, veteran status, sexual orientation, marital status, disability, or any other protected class.
