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Workforce Management Senior Specialist (WFM) (CS Department) Onsite, Full Time
About us
Bitget is one of the world’s leading digital assets ecosystems. With over 120 million registered users, Bitget has one of the most comprehensive suites of blockchain products and services available via bitget.com.
Our mission is to support the growth of the digital assets industry and we believe it represents the future of finance. What we do empowers the future of finance by ensuring secure, efficient and smart digital transactions.
We are one of the fastest growing companies in the digital asset sector. If you are looking for cutting-edge work, where you will have opportunities to develop your career among peers who are experts in their field, and you believe in the future of digital currency, then look no further than Bitget!
What you’ll do
Forecasting & Planning: Analyze multi-channel volume (chat/email) to create precise short-term and long-term staffing models and headcount requirements.
Scheduling: Build and manage data-driven schedules that balance shift coverage, agent proficiency, and operational demand.
Performance Monitoring: Track real-time and historical metrics, including productivity, schedule adherence, occupancy, and shrinkage.
Tech Strategy: Conduct “Build vs. Buy” analyses for WFM tools, evaluating cost-benefit, functional fit, and scalability of internal vs. external solutions.
Operational Partnership: Collaborate with Ops Leads to optimize workflows, team structures, and shift patterns based on performance data.
Reporting & Insights: Deliver actionable reports to management, highlighting trends, risks, and resource-optimization opportunities.
Agility & Support: Support business continuity planning and rapid staffing adjustments during peak events or organizational changes.
What you’ll need
Experience: 2+ years in WFM, capacity planning, or real-time management within a high-volume, multi-channel support environment.
Education: Degree in Math, Statistics, Operations Management, Business, or a related field (or equivalent experience).
Technical Savvy: Advanced Excel/Google Sheets skills; proficiency with WFM software and a strong understanding of system implementation.
Analytical Mindset: Proven ability to analyze technical/business requirements and lead data-driven decision-making.
Stakeholder Management: Experience collaborating with IT, Product, and external vendors to evaluate and implement systems.
Process Expertise: Deep knowledge of forecasting, scheduling, and KPI tracking (SLAs, FTE requirements, etc.).
Soft Skills: Exceptional attention to detail, strong communication skills, and the ability to thrive in a fast-paced, dynamic environment.
Preferred Qualifications
Experience in crypto, fintech, or high-growth tech companies is a plus.
Experience supporting multilingual teams and international time zones.
Basic understanding of contact center operations in the crypto industry.
Why Bitget?
Bitget is the world’s leading web 3 platform for copy trading and one of the world’s largest and most respected exchanges
We are a global company with staff members from over 50 different countries and regions
We are growing and looking for world-class ambitious talents to help us continue this journey
We have a streamlined structure that empowers employees to work efficiently, delivering the best results in a short timeframe
We offer competitive salaries and benefits
Blockchain technology and digital assets have the potential to change finance in a way no other technology can – be part of it!
If you are ambitious and believe that digital assets could be the next financial and technological revolution, please apply!
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