Workforce Management Specialist

Why Coda

Coda is a global growth engine for commerce. We bring together powerful capabilities that connect people, digital products, and payments through our suite of trusted digital monetization and distribution solutions.

We recently acquired Recharge, Europe’s leading prepaid payments and digital gift card business, bringing both companies together into one organisation with broader reach, deeper capabilities across B2B and B2C commerce and a stronger global footprint.

Today, we stand as a team of more than 600 people, representing 57 nationalities across 23 locations. We are headquartered in Singapore with offices in Amsterdam, Dubai, Shanghai and other hubs across Southeast Asia.

Our B2B business works with publishers and brands to support growth across markets. We run Codapay for local payment acceptance and Custom Commerce for direct-to-consumer webstores. We manage catalogue, prepaid and distribution services that extend reach globally, and we operate Giftcloud’s rewards and incentives capabilities. We take on the operational complexity around payments, tax and compliance so partners can scale with clarity and focus.

On the consumer side, we operate a portfolio of trusted storefronts including Codashop, Recharge.com , Startselect.com , mobiletopup.co.uk and other local sites that give customers secure and easy access to digital credit, game vouchers, gift cards and prepaid products.

Our people are at the heart of what we do. Coda’s culture is centered on respect, clarity, ownership, and collaboration. We work hard and play hard together.

If you’re looking for growth and impact in a fast-paced global team, Coda is the place for you.

Role Overview

A highly organized and analytical Workforce Management Specialist to optimize staffing, scheduling, and resource allocation for the customer support team. The ideal candidate will be responsible for ensuring that the team operates efficiently while meeting service-level agreements (SLAs) and customer satisfaction goals. This role involves forecasting, monitoring, and reporting on workforce metrics to support operational excellence.

Key Responsibilities:
• Develop and manage staffing forecasts and schedules based on historical data, projected demand, and business needs.
• Monitor real-time operational performance and adjust schedules as needed to meet SLAs and optimize workforce efficiency.
• Collaborate with customer support leaders to identify resource needs and ensure adequate coverage across shifts, including peak periods and holidays.
• Analyze workforce metrics, including occupancy, adherence, and shrinkage, to identify trends and improvement opportunities.
• Manage time-off requests, shift swaps, and schedule changes while maintaining coverage requirements.
• Generate and present reports on key performance indicators (KPIs) such as service levels, response times, and agent productivity.
• Work closely with the training and quality assurance teams to align workforce planning with training schedules and quality improvement initiatives.
• Support workforce-related system implementations and updates, ensuring data accuracy and proper configuration.
• Identify and address operational bottlenecks, escalating issues to management when necessary.
• Continuously review and improve workforce management processes to enhance operational efficiency.

Qualifications:
• 2+ years of experience in workforce management, operations, or a related role, preferably in customer support or contact center environments.
• Proficiency with workforce management tools such as Verint, NICE, or similar platforms.
• Strong analytical skills with experience in forecasting, scheduling, and capacity planning.
• Advanced proficiency in Microsoft Excel (including formulas, pivot tables, and data visualization) and other Microsoft Office tools.
• Excellent problem-solving and decision-making skills with attention to detail.
• Strong communication and collaboration skills to work effectively with cross-functional teams.
• Ability to manage multiple priorities and meet deadlines in a fast-paced environment.
• Basic proficiency in English; multilingual abilities are a plus.

Preferred Skills:
• Experience in e-commerce, SaaS, or digital services industries.
• Familiarity with customer support metrics such as SLA, AHT, and FCR.
• Knowledge of data analysis and visualization tools such as Power BI or Tableau.
• Background in process optimization or operational efficiency.
• Certification in workforce management or operational planning is a plus.

We are proud to be an equal opportunity employer, embracing the unique qualities of every individual, regardless of gender, race, age, religion, disability, or other local protected classes. Our goal is to foster an inclusive environment where everyone feels welcome and valued.

Due to the large number of exceptional applications we receive, we can only reach out to shortlisted candidates. If you don't hear from us, rest assured there may be another opportunity at Coda that aligns better with your unique abilities. Remember to check our Careers Page for more exciting job openings!