Client Engagement Workforce Management Analyst


About Kraken
Our mission is to accelerate the adoption of cryptocurrency so that you and the rest of the world can achieve financial freedom and inclusion. In our first decade, Kraken has risen to become one of the largest, most successful and respected crypto exchanges on the planet. 
We are changing the way the world thinks about finance and our range of successful products are playing a critical role in the mainstream adoption of crypto assets. We continue to trail-blaze into new territory with the introduction of Kraken Bank, providing a more seamless integration between crypto and the traditional financial system. This makes us the first crypto company (ever) to be awarded a U.S. state banking charter. 
Our diverse group of 2,000+ Krakenites are distributed all over the world as part of our 'remote first' culture, united by a shared passion for delighting customers, upholding crypto values and achieving our meaningful mission. We attract people who push themselves to improve, are radically transparent and think differently in order to unlock their potential. 
Crypto is a rapidly evolving industry and we’re just getting started. We’re growing fast and you're invited to join the revolution!
About the Role
Our mission is to accelerate crypto adoption and it’s critical that we provide an outstanding support experience to our clients in order to accomplish our mission. Our support offering is our key differentiator, and we are continuing to invest in building exceptional service for all our clients across the world. We are focused on delivering exceptional service across all our support channels - online, chat, email and on the phone. Kraken Client Engagement (CE) is seeking experienced Workforce Management (WFM) Analysts that are eager to work in a fast paced, data driven environment to join our team. This role will support delivering strategic and creative solutions across the department and support our mission of providing tailored, reliable and effortless service experience for our clients. The role will support and improve our forecasting, staffing, scheduling and monitoring capabilities for all of our service channels. The WFM Analyst must have the knowledge required to oversee and improve forecast modeling & experience implementing a scheduling process for a team of 500+. A successful candidate will be highly collaborative, data driven and skilled at continuous improvement.


  • Evaluate and improve forecasting, staffing, scheduling and real-time operations across CE workgroups
  • Assist in the production of performance management data, scorecards, dashboards
  • Support the adoption and use of industry leading WFM technologies
  • Monitor WFM process performance and identify opportunities to increase utilization and scalability of CE’s workforce
  • Analyze CE trends regarding scheduling and allocation of staff to ensure optimal operational efficiency
  • Monitor and Report variance analysis for both headcount and volume vs forecast
  • Provide analysis, results and recommendations to leadership team regarding Workforce Management processes, schedules and plans
  • Work closely with Hiring Managers and Supervisors to swiftly identify and address deficits and surpluses in CE workgroups through hiring, worker performance management, and resource reallocation
  • Operate in highly ambiguous environments with difficult-to-predict, high impact and quickly evolving issues.
  • Develop and promote KPIs such as adherence, CSAT and SLA achievement


  • 7+ years of workforce management experience for large, client-facing organizations
  • 5+ years of related experience using analytical skills and a structured problem-solving approach to drive high impact results
  • 3+ years of experience as a program or project manager
  • Thrives in ambiguous, entrepreneurial and subjective environments that balance operational efficiency and data analysis with high quality standards and a heavy focus on client experience
  • Technologically savvy with excellent knowledge of leading WFM technologies and best-in-class practices
  • Inclined to approach work creatively and problems critically, regularly thinking ‘outside the box’ and challenging the status quo
  • Highly flexible and adaptable to meet the evolving needs of a high-growth, dynamic and fast paced organization, with excellent organizational and project management skills
  • Outstanding spoken, written, and interpersonal communication skills to simplify complex workforce topics and assure full understanding
  • Curious and tenacious self-starter and team player with a hands-on, roll-up-your-sleeves work ethic
  • Security and privacy focused mindset
  • Passionate about cryptocurrencies and motivated to accelerate global crypto adoption
Location Tagging: #EU #US #CANADA #APAC #LI-Remote
We’re powered by people from around the world with their own unique and diverse experiences. We value all Krakenites and their talents, contributions, and perspectives, regardless of their background. 
As an equal opportunity employer we don’t tolerate discrimination or harassment of any kind. Whether that’s based on race, ethnicity, age, gender identity, citizenship, religion, sexual orientation, disability, pregnancy, veteran status or any other protected characteristic as outlined by federal, state or local laws. 
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Job perks/benefits: Flex hours Startup environment
Job region(s): Worldwide/Anywhere
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