Revolut
Workforce Management Specialist
ABOUT THE TEAM
The Customer Support Operations department is at the forefront of Revolut’s efforts to keep customers and their money safe. Working directly with customers to resolve issues and flag potential concerns and using cutting edge technology, we aim to prevent financial crime more effectively than traditional banks.
We operate in small, nimble teams that are built for scale, speed, and quality. Each unit is responsible for a different pillar of Support, giving you the chance to have a real impact on crucial problems that affect millions of people around the world.
We approach Customer Services at Revolut the same way that we approach everything else. We take complex issues, and create extraordinary solutions that our customers love. From on-boarding flows to new feature presentations, our goal is to both inform and delight.
Put simply, we build things we want to use ourselves, that we’re proud to show to our friends and families.
Workforce Specialists are responsible for ensuring Revolut’s team can meet its customers’ needs. This involves forecasting and scheduling using the workforce management tool, as well as being responsible for the accuracy of teams data, continually contributing to improving Revolut’s Support experience.
Salary: 1700-2100 EUR gross monthly + performance bonuses
What you will be doing
- Forecasting and Planning for 400 employees across four locations
- Generate and regularly adjust forecasts and schedules
- Maintain team data accuracy with new joiners, team changes and leavers
- Work in real-time with Support team leaders to ensure adherence
- Maintain accurate data for the Member Experience team, including trend analysis
- Manage and improve the process for performance tracking and target setting
To be successful you will need
- Bachelors degree or equivalent work experience
- Fluency in English
- Experience in a contact centre and familiar with concepts like inflow forecasting, handle time and queue management
- A quick learner who will easily pick up new skills and software
- Able to self-manage and prioritise your workload to maintain and improve processes
- Confident using office programs (Google documents, Word, Outlook etc)
- Accurate, with good attention to detail, you notice mistakes in complex data
- A problem solver, capable of implementing effective solutions quickly
- An excellent written and verbal communicator, able to manage relationships with a wide range of team members
- Able to analyse trends and make continuous improvements
- Comfortable taking responsibility for high-stakes tasks
- Flexible and able to respond well to fast decision changes
- Able to anticipate future changes or demands in headcount
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Revolut Ltd is a British financial technology company headquartered in London, United Kingdom that offers banking services.
- Founded
- Founded 2014
- Employees
- 500+ employees
- Industry
- Insurance
- Total raised
- $850M raised
Specialist