Workforce Manager

About us:Luno is the crypto investment app you can rely on, enabling you to buy, store and explore crypto securely. We're committed to putting the power of cryptocurrency in everyone's hands sensibly and responsibly.Since 2013, we've helped millions of people around the world invest safely in crypto. We do this by cutting through the hype and supporting customers at every step of the way. All products and cryptocurrencies on our platform must first meet stringent legal, risk and technical security standards. Transparency is key for us. Luno stores all crypto on a 1:1 basis and we have rigorous processes in place so you can be confident your investment is secure. We're available in more than 40 countries around the world and we work closely with respective regulators in all of these markets to be fully compliant, as we believe this is the best way to help everyone, everywhere, invest safely.About The TeamThis is a global team with team members in the US, Europe, South East Asia and South Africa. This team is passionate about delivering fantastic customer support experiences that build customer loyalty and love for Luno. This team is made up of leaders and specialists in the areas of workforce management, customer success service operations, quality management, customer service measurement, training, continuous improvement, programme management, customer experience design and content, to name a few. The Customer Success team is made up of around 200 passionate global Lunauts.The role in a nutshell:You will be leading our efforts to chart a vision and strategy for the Workforce Management team. The vision and strategy you chart will be aimed at strategically optimising the productivity and effectiveness of our customer facing and back-office Lunauts, ensuring they are happy and engaged, that we have the right number of people in the right places at the right times, doing the right things to delight our customers through the Luno customer support experience. Luno has an exponential growth strategy and this role is critical in ensuring we have a customer support team that supports the strategy.You will report into the Head of Customer Success and form part of the Customer Success leadership team. You will be leading a team of passionate workforce Lunauts that supports the broader Customer Success service operations and digital customer services team.Your mission will involve: Develop a long-term workforce strategy, aimed at global workforce efficiency, effectiveness, Lunaut happiness and engagement and customer delight. This strategy would include moving Luno to a global dynamic and intelligent customer routing approach, optimising front and back-office workforce integration and strategies to maximise associate multi-skilling and multi-contact support abilities.Consider continuous channel optimisation by reviewing channel performance and consider relooking how customers interact with channels to deliver the most effective customer journey.Ensure that effective management systems are in place to deliver on workforce strategic objectives across Luno's co-sourced customer support / success model (in- and outsourced customer support teams). Developing the workforce technology strategy, to continuously improve the role technology plays to automate and deliver efficient workforce services and support to the Customer Success operations team. Building strong internal relationships internally in Luno to ensure you proactively understand the business strategies, plans and capacity demands this place on the Customer Success operations team.Identifying, defining and managing strategic workforce projects aimed at the delivery of your strategic vision and roadmap. Identifying workforce risks and developing appropriate risk treatment plans. Being accountable for overall workforce performance, including service levels, working through your team of Workforce leaders and specialists. Optimising forecasting models and capacity plans to operate within acceptable performance thresholds, owning the entire forecasting life cycle end to end ensuring that forecasts are created, reviewed, reported, tracked and adjusted to ensure optimal staffing and performance. Owning the complete capacity planning life cycle to inform the recruitment, training and other plans to ensure maximization of revenue and business growth, and customer delivery. Providing team coaching and development by accurately assessing strengths and opportunities, giving timely and actionable feedback, as well as motivating direct reports to optimise performance.Align digital customer service capabilities (assisted chat, conversational chat bot, etc.) with the workforce strategy. Reviewing and analysing the monthly, quarterly and yearly business, Customer Success operations and other reports to identify and implement strategic improvement opportunities and gaps. Building management systems that analyse historical trends to identify root cause of challenges and opportunities, obtaining buy-in from your stakeholders to take action to implement corrective actions. Ensuring that the scheduling function is providing optimal forecasting, scheduling and identifying new methods, strategies and opportunitiesCreating an environment that values open, two-way communication in line with the Luno culture.Developing the skills and competencies of people inside and outside of your team. Identifying, recruiting and retaining top talent.Identifying stakeholder needs, nurture relationships and building cohesive networks.In your first six months, you will:Build strong internal and external relationships.Learn from the current Workforce team to understand our history, how we do what we do, why we do it in our way and what our improvement opportunities are. Develop a vision, strategy and roadmap for the Workforce team to evolve, over time, to a world-class approach. Measure and report on the impact of current improvement initiatives. Recruit top talent to fill any vacancies in the team.Develop clear communication to internal and external stakeholders to share the team's strategy and progress with the implementation.The ideal Lunaut for this role will have:A B-degree in business management, industrial engineering, IT or related fields would be an advantage. Strong people management skills, with a proven ability to hire and grow talented people.The ability to work in a complex, cross-functional and heavily matrixed environment that changes frequently and rapidly. At least 5 years' experience leading workforce management teams, preferable in fintech financial services, telecommunications or retail and contact centre operations teams.Multinational and global experience, working with various cultures and global teams would be an advantage . Demonstrated presentation and facilitation skills.Planning and organising through strong prioritisation and time management skills.Ability to set strategy and follow through on tactical implementation and execution of initiatives.Excellent organisational skills and attention to detail.Ability to adapt to changing environments and effectively manage change by providing hands-on leadership.Skilled in using data and analysis to drive effective decision-making.Proficiency in all Microsoft Office/G-Suite applications are required. Strong customer focus; open to change; can anticipate future consequences and trends accurately; creates strong morale and spirit in their team; lets people finish and be responsible for their work; creates a feeling of belonging in the team, lets people know where they stand.Competent use of statistics related to business improvement metrics and operational performance.Able to define problem statements and required outcomes based on cost benefit analysis linked to business objectives.Strong interpersonal skills to effectively deal with internal customers; foster open upward and downward communication within the organisation built on mutual respect.Well developed and effective verbal and written communication skills used in working with peers and employees at all levels in Luno.Broad knowledge of operations, outsourcing, and financial management.Life at Luno:Remote but reachable work policy gives you the freedom to choose between working from home or the office.Plus the option to buy and sell up to 5 days leaveImprove body and mind, with excellent private medical insuranceAccess to Learnably and our additional learning platforms for your personal and professional development6 months primary care-giver leavePaw-ternity leave for your furry friendAnnual Inspiration Day in addition to your annual leave which increases based on your length of service! A collaborative, friendly work community, with regular social events and virtual cooking, dancing, drawing and house planting classes hosted by our LunautsFree lunch and snacks0 fees up to a certain amount with Luno from the day you start.**Offer only available on Luno Instant Buy, not Luno ExchangeWe are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
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