Remitly · Manila, PhilippinesPrepare for this interview
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Job Description: At Remitly, we believe everyone deserves the freedom to access, move, and manage their money wherever life takes them. Since 2011, we've tirelessly delivered on our promise to customers sending money globally, providing secure, simple, and reliable ways to manage their money, ensuring true peace of mind. Whether it's supporting loved ones back home, growing a business across continents, or pursuing new opportunities abroad, we're not just here to move money- we're here to move our global customers forward. We're looking for builders, reimaginers, and global thinkers who want to work at the intersection of technology, trust, and transformation. If that's you and you're ready to do the most meaningful work of your career-we invite you to join over 2,800 passionate Remitlians worldwide who are united by our vision to transform lives with trusted financial services that transcend borders. You will: Provide weekly coaching, performance reviews, and development plans for Workforce Schedulers. Foster a high-performance culture focused on continuous improvement, accountability, and collaboration. Serve as the escalation point for scheduling-related challenges and decision-making Oversee the creation and optimization of schedule shells to reflect customer behavior and business needs. Supervise schedule bidding processes and ensure fair, efficient resource allocation. Ensure consistency in scheduling practices across global internal and partner/BPO sites. Partner with Training, HR, Facilities, Compliance, and Operations to integrate training and development time into schedules with minimal service impact. Facilitate weekly meetings with stakeholders to communicate schedule plans, updates, and strategy changes. Collaborate with Real-Time Analysts to ensure accurate schedule exception handling and adherencereporting. Conduct schedule simulations to assess the impact of business strategies and provide actionable insights. Analyze forecast vs. actual performance to identify trends and recommend staffing solutions. Provide visibility into staffing gaps and propose corrective actions to improve service level attainment. Maintain and update WFM scheduling documentation and ensure full utilization of the WFM tool. Lead or support special initiatives related to workforce optimization, process improvement, and operational scalability. Identify areas of opportunity and implement solutions to enhance scheduling efficiency and seatutilization You Have: Bachelor's degree in Technical, Business, Operations, or related field preferred (Statistics, Computer Science, Mathematics, Engineering or any related field). 3+ years of experience in Workforce Management, with at least 1 year in a supervisory or leadership role. Experience managing scheduling for global teams and partner/BPO sites. Strong understanding of scheduling software and WFM tools. Strong leadership and coaching abilities. Advanced knowledge of WFM tools and scheduling software. Excellent communication and stakeholder management skills. Analytical mindset with the ability to interpret data and drive decisions. Proven ability to manage multiple priorities in a fast-paced environment. Strategic thinker with strong problem-solving skills. Integral Behaviours: Curiosity (continuously improve, data driven & sweat the details): You want to learn and understand how and why things work the way they do. Collaborative (Compassionate partner): While being self-sufficient, you appreciate and understand the benefits and impact of working together. You treat everyone with respect and compassion. Detail-oriented (Data-Driven): The details matter. You can dig deep to get the information you need and articulate effectively. Efficient (Bias for action): You know how to prioritise and when to act, often with many tasks at once. Compassionate (customer centricity): You assume positive intent and work towards serving our customers & supporting your colleagues' best interests at all times. Be a role model (Earn trust through integrity) - You will lead by example and with integrity while working with your team and the broader business. Knowledge sharing (constructively direct): Giving and receiving feedback is a large part of your work. You will use your experience to assist your colleagues constructively. #LI-Onsite
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