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.About the Role:
We are looking for a dedicated and detail-oriented Workforce Management Scheduler to optimize and manage scheduling processes for our internal and partner (BPO) sites. This role will be key in ensuring that agent schedules align with customer demand, improve seat utilization, and support the overall operational efficiency of our business. The ideal candidate will have experience in workforce scheduling, real-time adjustments, and data-driven decision-making to meet staffing goals and deliver superior customer service.
Primary Duties and Responsibilities:
Generate and optimize schedule shells to ensure agent schedules align with updated customer behavior and business needs.
Oversee schedule bidding processes on internal sites, ensuring efficient resource allocation.
Create staffing requirements and schedules for partner/BPO sites while ensuring consistency with the global scheduling approach.
Deliver high schedule efficiency and effectively manage seat utilization at internal sites.
Partner with the Training team to manage training hours and integrate them into scheduling to minimize disruption.
Recognize and communicate challenges and areas of improvement, providing solutions to meet staffing expectations at interval level.
Facilitate weekly meetings with stakeholders to discuss schedule plans, expectations, and any updates or changes.
Work closely with Operations including business support groups (HR, Facilities, Compliance, Training etc) to ensure essential training requirements and individual and personal development time are scheduled each week with the least impact to wait times.
Review time off requests and make decisions based on forecast and business need
Work closely with Real-Time Analysts to update real-time schedule exceptions received in the WFM tool to ensure accurate adherence and compliance reporting
Analyze forecast versus actual to identify trends and provide solutions to meet Service Levels.
Provide visibility and solutions to areas of opportunity to improve staffing performance
Conduct schedule simulations to provide advice regarding the impact of business strategies within contact centers.
Create and maintain comprehensive WFM scheduling process documents.
Ensure the Workforce Management (WFM) tool is up-to-date and properly utilized.
Carry out additional tasks or special projects as assigned, related to the core operations of the business.
Required Qualifications:
Experience with real-time adherence and compliance reporting.
Familiarity with staffing optimization strategies and industry best practices.
Previous experience working with global teams and managing scheduling for partner sites/BPOs.
Proven experience in workforce scheduling or workforce management in a contact center or similar environment.
Strong understanding of scheduling software and WFM tools.
Excellent communication and collaboration skills to work effectively with cross-functional teams.
Analytical mindset with the ability to interpret data and make data-driven decisions.
Ability to manage multiple priorities and work under tight deadlines.
Detail-oriented with strong organizational skills.
Ability to anticipate staffing needs and make proactive adjustments.
Strong problem-solving skills and the ability to think strategically.
Our Benefits:
In Site Subsidized Meals
Transportation
Premium Language Bonus
Employee Stock Purchase Plan (ESPP)
Mental Health & Family Forming Benefits
Private Life Insurance
On site Clinic and Remitly Doctor
Continuous learning tools & certification programs
Reduced Working Hours per Week (from 48 to 40)
Two consecutive days off
Our Connected Work Culture: Driving Innovation, Together
At Remitly, we believe that true innovation sparks when we come together. Our Connected Work Culture fosters dynamic in-person collaboration, where ideas ignite and challenging problems find solutions faster. For corporate team members, we have an in-office expectation of at least 50% of the time monthly, typically achieved by coming in three days a week. This creates a consistent, meaningful overlap that supports team norms and business needs. Managers also have the flexibility to set higher expectations based on their team's specific needs. These intentional in-office moments are vital for deepening relationships, fueling creativity, and ensuring your impact is felt where it matters most.
Remitly is an E-Verify Employer
At Remitly, we are dedicated to ensuring that our workplace offers equal employment opportunities to all employees and candidates, in full compliance with applicable laws and regulations.
Remitly is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.