WFM / RTM - Customer Support
Role Overview
This mid-level role involves workforce planning and real-time management for a 24/7 customer care team, focusing on scheduling, forecasting, and monitoring SLAs to ensure optimal staffing and service quality. The specialist will work with remote and hybrid international teams, using data analysis to drive operational improvements and mitigate risks like volume spikes. Their impact includes enhancing customer experience through efficient resource management and proactive problem-solving.
Perks & Benefits
The role offers a fully remote setup with worldwide location flexibility, supporting a 24/7 operation that may require adaptability to various time zones. It provides opportunities for rapid professional development in fintech, within a collaborative, international environment focused on growth and innovation. Benefits include mentorship and a direct impact on business stability, with an emphasis on a fast-paced, ambitious culture.
Full Job Description
Headquarters: Remote, Limassol
About VividAt Vivid, we're reimagining how individuals and businesses manage money. Our all-in-one app opens up a world of financial possibilities: invest in global stocks, ETFs, and over 150 cryptocurrencies, earn cashback on everyday purchases, and access personalised insights to make the most of your finances all tailored to your lifestyle. For businesses, Vivid Business offers a powerful suite of tools, including multi-IBAN accounts, high-interest rates, business cashback, team cards, and seamless accounting integrations to streamline operations. Our mission? Your success. Everyone deserves the chance to see their finances flourish, and we re dedicated to empowering our customers to make this a reality. Since our 2020 launch in Germany, Vivid has rapidly expanded across Europe, earning the trust of over 500,000 customers looking for a simpler, smarter way to grow their wealth. With over 200 million raised from top investors and a valuation of 775 million, Vivid is where modern finance meets real opportunity. Join us and experience a new way to thrive financially.About The RoleWe are looking for a highly organized and motivated WFM / RTM Specialist to join our Customer Care team. In this role, you will own workforce planning and demand forecasting, ensuring the right number of skilled resources are available at the right time. You will actively monitor real-time performance, drive schedule adherence, and ensure service level agreements (SLAs) are consistently met. By establishing robust workforce management processes and proactively mitigating intraday risks, you will play a key role in delivering a seamless, high-quality customer experience and creating genuine WOW moments for our customers.Your MissionWorkforce Planning & Forecasting: Ensure adequate staffing to meet demand across SME and Retail teams, supporting a 24/7 operation and an international, remote and hybrid workforce, while accounting for volume trends, shrinkage, and business growth.Scheduling & Capacity Management: Create and maintain monthly and daily schedules to cover chats, emails, side tasks, trainings, and meetings, ensuring optimal coverage and skill mix across time zones.Real-Time Management (RTM): Monitor intraday performance against forecasts, staffing plans, and SLAs, taking proactive actions to manage risks, drive schedule adherence, and respond effectively to unexpected volume spikes or operational issues.Backlog Management: Actively track backlog levels, anticipate potential buildup, and implement timely mitigation actions to prevent or reduce backlog during sudden peak volumes.SLA & Performance Adherence: Ensure consistent achievement of SLAs through effective planning, real-time interventions, and close collaboration with Customer Care leadership.WOW Moments & Continuous Improvement: Identify opportunities to elevate the customer experience beyond SLAs, continuously improving WFM and RTM processes to deliver true WOW moments for our customers.Your ProfileWFM / RTM Experience: 2 3 years of experience in Workforce Management and/or Real-Time Management within a customer-facing environment. Experience supporting 24/7 operations with remote and hybrid international teams is a plus.Data & Tools Expertise: Strong ability to analyze and interpret data particularly Tableau dashboards and reports and translate insights into effective workforce plans and real-time adjustments. High proficiency in Excel or Google Sheets, with a strong focus on data accuracy and quality.WFM / RTM Tools: Experience in building, establishing, or improving WFM/RTM tools, reports, or processes, with a focus on scalability, accuracy, and operational impact.Creative Problem Solving: A proactive, think outside the box mindset, able to solve complex operational challenges, mitigate risks (e.g. sudden volume spikes or backlog buildup), and implement practical solutions.Communication & Organization: Clear communicator with strong organizational skills, able to manage priorities and collaborate effectively in a fast-paced environment.Culture & Mindset: Interest in Fintech and digital banking, with a passion for delivering excellent service and creating WOW customer experiences.Why Join Vivid?Be part of a rapidly growing, ambitious team that is redefining the future of financial services.Opportunity for rapid professional development and mentorship in the specialized field of Customer Care.A collaborative, international working environment where your contributions have a direct and measurable impact on business stability and growth.
To apply: https://weworkremotely.com/remote-jobs/vivid-wfm-rtm-customer-support
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