The Opportunity:
As a Workforce Management Supervisor, you will play a key role in ensuring our Operations and Customer Support team runs smoothly and efficiently in the fast-paced crypto industry. Your focus will be on forecasting, capacity planning, scheduling, and overseeing real-time monitoring to ensure we meet customer demands and maintain high service levels. By managing staffing, optimizing workflows, and collaborating with different teams, you will help improve our Operations and Customer Support. This is an exciting opportunity to make a real impact in a growing industry while advancing your career.

Key Responsibilities:

• Create accurate customer volume forecasts, factoring in natural spikes and fluctuations based on historical data, market conditions, and cryptocurrency trends to reduce the impact of fluctuating volumes on frontline teams (e.g., CS, KYC, Operations) and related support functions (e.g., Operations Knowledge Management)
• Develop and implement strategies for capacity planning, ensuring adequate staffing for both expected and unexpected customer service needs.
• Create and adjust staffing models (headcount planning) to ensure optimal resource allocation to meet SLAs and team efficiency.
• Supervise the team members, ensuring effective scheduling of operations and customer support in all shifts
• Utilize workforce management software to optimize scheduling, track attendance, and manage time-off requests during peak periods or unforeseen circumstances
• Communicate workforce management strategies, forecast insights, performance reports, and workforce-related issues to operations and customer support management and employees
• Work closely with the People Team and IT team to address attendance and other workforce-related issues, ensuring a cohesive operational environment

Required Qualifications:

• Bachelor’s degree in any related field
• At least 3 years of experience in workforce management within operations and customer support environment
• Strong understanding of forecasting, capacity planning, and scheduling in a customer support setting.
• Excellent communication skills, with the ability to manage cross-functional teams and engage stakeholders at all levels.
• Ability to build strong partnerships and interact effectively with diverse individuals
• Strong verbal and written communication skills in both Thai and English
• Proficient in Microsoft Excel, Google Sheets, or workforce management tools; strong data visualization capabilities
• Critical thinker with excellent attention to detail and listening skills
• Capacity to manage multiple projects simultaneously
• Proactive, enthusiastic, goal-oriented, and results-driven, with a focus on supporting operational projects delivered within timeline

What You’ll Get:

• Career Growth & Development: Opportunities to develop and expand your skills within our Operations and Customer Support teams
• Dynamic & Supportive Environment: Work alongside a team of passionate, talented professionals who are dedicated to innovation and customer success
• Competitive Compensation & Benefits: Enjoy a competitive salary, comprehensive benefits package, and additional perks that support your well-being and work-life balance
• Recognition & Impact: Your contributions will make a tangible impact on both customer satisfaction and the company's success, with opportunities for recognition and advancement

Remark: Given the nature of the mentioned position, where employees are involved with customer data and asset values, and/or the company, to comply with legal and regulatory standards established by the Securities and Exchange Commission, as well as to align with laws and overseeing agencies, the company requires a criminal background check as part of the post-interview process before joining the company. Your criminal history information will be retained for a period of 6 months from the start date.