Job Description

Who we are About Stripe Stripe is a financial infrastructure platform for businesses. Millions of companies - from the world\'s largest enterprises to the most ambitious startups - use Stripe to accept payments, grow their revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have a staggering amount of work ahead. That means you have an unprecedented opportunity to put the global economy within everyone\'s reach while doing the most important work of your career. About The Team What you\'ll do As an Intraday Workforce Analyst for the Financial Crimes operations team in Bangalore, you will help manage our growing support operations network of both internal and external resources by consulting on operational change initiatives, modeling support requirements, managing workload, resource allocations and scheduling for optimal User experience. Responsibilities Oversee execution of Workforce Management across the Financial Crimes operations working directly with Financial Crimes managers and Data Science team to develop staff models that meet requirements Build associates schedules in consultation with the Operations managers that meet the intra-day arrival pattern of contact volume while being compliant with the HR policies. Drive projects to reduce cost through associate productivity improvement, seat utilization improvement and transportation cost optimization, etc., Consult with senior stakeholders and business leaders to guide decision making and align expectations and operational execution Conduct regular check-ins with cross-functional partners and calibrate their operational approach to ensure they meet our requirements efficiently. Dig deep into service failures using SQL and Tableau to find root causes and implement corrective actions Collaborate with central teams to finalize the volume allocation, hiring plan, and Net Staffing (supply vs demand). Partner with capacity planning to understand freshest volume forecast implications on budgeting and mid term staffing Proactively communicate with stakeholders providing performance updates, plans to improve/maintain and guidance on future performance Build mid-high complexity reports on the state of the queues, SLA % trends and capacity outlook for the day Who you are We\'re looking for someone who meets the minimum requirements to be considered for the role. If you meet these requirements, you are encouraged to apply. The preferred qualifications are a bonus, not a requirement. Minimum Requirements 5+ years in contact center operations/workforce management staff planning and scheduling Hands on experience in preparing schedules for hundred of associates SQL, Tableau or comparable tools knowledge to perform data analysis independently Excellent communication skills 3+ years experience in process optimization for mid-large operations Strong project management skills WFM Tools knowledge Preferred Qualifications Knowledge of Financial Crimes workflows and processes Six Sigma certification Green Belt or equivalent Pay and benefits Stripe does not yet include pay ranges in job postings in every country. Stripe strongly values pay transparency and is working toward pay transparency globally.

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