Scheduling Manager

How you'll help us achieve it

Wave is now the largest financial institution in Senegal, with over 9 million users. And we’re still in the early days of our product roadmap and potential impact on people’s everyday lives.

We are going through an extremely exciting period of growth in the Customer Support team and are looking for a talented Scheduling Manager to join our thrilling journey ahead. Someone who is bordering on obsessive about offering a world-class customer experience and who puts our customers at the heart of everything they do.

In this role, you'll: 

• Workforce Management: Develop and implement scheduling plans to ensure adequate staffing levels based on call volume forecasts. 
• Performance Monitoring: Track key performance indicators (KPIs) such as call abandonment rates, service level agreements (SLAs), and agent productivity to identify areas for improvement. 
• Team Leadership: Motivate and guide a team of real-time analysts, providing support and guidance to ensure efficient and effective operations. 
• Process Improvement: Identify and implement process improvements to optimise scheduling practices, reduce response times, and enhance the customer experience. 
• Communication: Effectively communicate with team members, stakeholders, and other departments to ensure alignment and collaboration. 
• Resource Management: Effectively manage resources, including scheduling, time-off requests, and shift changes, to meet service goals. 
• Compliance: Ensure compliance with company policies, client guidelines, and regulatory requirements related to contact center operations.
• Reporting: Prepare and present reports on contact center performance, including scheduling efficiency, staffing levels, and service level achievements.

Key details

• This is a fully remote role. Candidates must be based in one of our talent hub countries (UK, Spain, USA, Canada, Kenya and Ghana) or in one of our operating markets in Africa including Senegal, Côte d'Ivoire, or Burkina Faso.
• Wave provides a yearly $1,200 stipend to support coworking meetups with teammates.
• Remote team members are expected to travel to our operational markets (e.g., Senegal or Côte d'Ivoire) at least once a year. Exceptions apply, but we’ve found this key to understanding our users and product.
• Our salaries are competitive and calculated using a transparent formula. 
• Major benefits:
  • Subsidized health insurance for you and your dependents and retirement contributions (both vary from country to country).
  • 6 months of fully paid parental leave and subsidized fertility assistance.
  • Flexible vacation, with most folks taking between 21-30 days, exclusive of statutory holidays.
  • $10,000 annual charitable donation matching.

Requirements

• Fluency in English and intermediate level in French.
• Bachelor's degree in business, statistics, or equivalent.
• Proficiency in contact center software and workforce management tools.
• 5 + years of experience in call centre operations with at least 5 years of experience as a scheduler.
• Strong knowledge of customer service processes.
• Strong abilities to monitor and analyse data.
• Strong working experience creating MS Excel reports and templates.
• Flexibility to work shifts, including evenings, weekends, and holidays, as needed.

You might be a good fit if you

• Have strong communication skills with the ability to convey information clearly and effectively.
• Possess a good understanding of workforce management best practices, schedules, and call center technology.
• Have the ability to interpret data, identify trends, and make data-driven recommendations and decisions.
• Have a proven track record of problem-solving and innovative thinking, demonstrating high accuracy and attention to detail.
• Possess a strong team player who can collaborate effectively with cross-functional teams.