About Zepz
Zepz is the group powering two leading global remittance brands: WorldRemit and Sendwave. Since 2010, we have been disrupting an industry previously dominated by offline legacy players with our relentless focus on reducing the cost of remittances and increasing safety and convenience for our users. Every day, our people work to unlock the prosperity of cross-border communities through finance and technology - driven by our vision of a world that celebrates migrants’ impact on prosperity, at home and abroad.
Our brands helped cross-border communities send over $15bn from 50 countries to recipients in 130 countries in 2022. We operate over 5,000 money transfer corridors worldwide and employ over 1,000 people globally. Zepz is a remote-first employer, with team members located across six continents.
Our vision is to create a world that celebrates migrants’ impact on prosperity, at home and abroad. Our purpose is to unlock the prosperity of cross-border communities through finance and technology.
Our Commitments:
- We act like owners - We are relentlessly delivering for our users and spending money thoughtfully.
- We embrace embarrassing honesty - We function best when we're open and honest with one another — especially about our challenges and doubts.
- We have a bias to action - We get to first outcomes quickly, iterate and learn.
- We strive to be better - We may make mistakes, but always learn from them.
- We are inclusive - to better reflect and serve our users.
About the role:
As a Workforce Planner (Forecasting and Capacity Planning), you will be responsible for building long- range demand forecasts for Customer Care and Customer Support functions based on Global standardized processes and tools.
Reporting to the Director of Partner Relationship & Support, you will:
- Utilize historical data, statistical models, and business insights to accurately forecast contact center demand for various customer contacts including calls, emails, chats, social media interactions, and customer support functions (escalations, LOD1 Financial Crime, etc.).
- Collaborate with other departments to incorporate external factors and seasonality trends into demand forecasts.
- Develop staffing strategies and capacity plans to meet forecasted contact center demand while maintaining service level objectives.
- Analyze staffing needs based on forecasted volumes, average handle time, attrition rates, planned/unplanned absenteeism and agent productivity metrics.
- Conduct long term workforce planning to address growth, new service offerings, and changes in customer behavior.
- Provide insights and recommendations to support organizational decision - making and resource allocation.
- Develop hiring plans and onboarding strategies to ensure a continuous pipeline of qualified agents to meet future staffing requirements.
- Analyze contact center performance data, including service levels, agent productivity, and customer trends, to identify areas for improvement and potential challenges.
- Utilize data - driven insights to prioritize workforce planning strategies.
What you bring to the table:
- At least 1 year experience in forecasting and capacity planning
- WFM background – understanding the foundations of supply and demand planning, tracking and troubleshooting.
- Problem solver and self-starter, logical thinking and analytical skills.
- Experience with Google Sheets/Excel and preferably SQL, and plenty of experience working with data.
- Outstanding written and verbal communication and organization skills.
What we offer you:
Please note that the benefits below will apply to Full-time roles.
We have five core benefits for our talent in the US, UK, Philippines, Poland, and South Africa. If you're not in one of those regions, don’t worry - the Talent team can let you know what is available for you specifically:
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Unlimited Annual Leave: Most Zepz team members are eligible for unlimited annual leave. Colleagues in customer-facing roles, receive a competitive holiday allowance and four recharge days a year. Feel free to make the most of your time off and maintain a healthy work-life balance!
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Private Medical Cover: You can opt-in to a Private Medical Insurance scheme. This provides you with access to thorough medical coverage, so you can feel confident in your health and well-being.
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Retirement: We offer pension schemes to help you plan for and secure your future.
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Life Assurance: Life assurance is available to give you peace of mind and protect your loved ones in case of the unexpected.
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Parental Leave: We offer competitive parental leave schemes to ensure you are spending as much quality time with your new bundle of joy as possible.
We are also remote-first as an organisation, offering flexibility for you to work where you need to be most productive. In many locations, we have workspaces, which you can use as you desire. Most roles in the Philippines are predominately office-based, with this we offer free meals for those 100% on-site.
In addition to the above, you will discover that we have a range of secondary perks (such as the cycle-to-work scheme and employee discounts) depending on your location, to help you thrive at Zepz!
Why choose Zepz?
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Our team of over 1,000 employees is fully distributed across the world. We are working from coffee shops, homes, and co-working spaces — making us one of the larger fully distributed growth-stage startups in the world but we also offer workspace in our talent cluster locations - spaces we can meet, collaborate and connect.
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We are proud parents, community organizers, farmers, band members, yoga teachers, YouTube influencers, former Olympians, and serial entrepreneurs.
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We collectively speak over twenty languages, including Akuapem, Amharic, Bengali, Ewe, Fante, Ga, Igbo, Kalenjin, Luganda, Oromo, Somali, Swahili, Wolof, Bulgarian, Croatian, Czech, Danish, Dutch, English, Estonian, Finnish, French, German, Greek, Hungarian, Irish, Italian, Latvian, Lithuanian, Maltese, Polish, Portuguese, Romanian, Slovak, Slovenian, Spanish and Swedish.
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At Zepz, embodying our commitments binds us together. We are collectively passionate about striving to achieve our vision and purpose - to continue to provide the best service to our users.
Ready to Apply?
Applications will be reviewed on a rolling basis. If interested, please submit your resume along with a cover letter (optional), highlighting why your experience demonstrates you meet the requirements of the role. Please also indicate the countries in which you have work authorization.
Confidence can sometimes hold us back from applying for a job. But we'll let you in on a secret: there's no such thing as a 'perfect' candidate. Zepz is a place where everyone can thrive.
So however you identify and whatever background you bring with you, and if at all you might need any form of support to make the process as comfortable as possible, please let us know and give us a shot by applying. We want you to be excited to wake up to make an impact every day.
