Exciting Opportunity: Workforce Specialist (Real Time Monitoring) at Revolut
Are you passionate about ensuring exceptional customer service experiences? Do you thrive in a fast-paced environment where no two days are the same? If so, Revolut have an exciting opportunity for you!
Revolut, a leading financial technology company with over 40 million customers worldwide, is seeking a dedicated Workforce Specialist (Real Time Monitoring) to join their remote team in India.
| Company | Revolut |
|---|---|
| Post | Workforce Specialist (Real Time Monitoring) |
| Experience | Previous experience in a contact center environment required |
| Location | Remote (India) |
| Education | Bachelor’s degree or equivalent work experience |
About Revolut:
Since its inception in 2015, Revolut has been on a mission to redefine financial services. With a suite of innovative products ranging from spending and saving to travel and investing, Revolut empowers its customers to take control of their finances like never before. Recognized as a Great Place to Work™, Revolut values its employees and fosters a culture of collaboration, innovation, and diversity.
About the Role:
As a Workforce Specialist (Real Time Monitoring), you will be a crucial part of Revolut’s Customer Support team. Your primary responsibility will be to monitor key metrics and manage support analysts in real time, ensuring that customer inquiries are handled promptly and efficiently.
Key Responsibilities:
- Monitor key metrics such as average queue waiting time, backlogs, and the oldest case in the queue to identify areas for improvement.
- Oversee scheduling adherence and communicate necessary changes to agents, operations teams, and vendors to optimize resource allocation.
- Propose and implement scheduling changes to maintain service levels during peak periods or unexpected fluctuations in workload.
- Provide support to the Workforce Management (WFM) team in workforce planning and forecasting to meet customer service demands effectively.
Requirements:
- Previous experience in a contact center environment with a strong understanding of concepts like inflow forecasting, handle time, and queue management.
- Bachelor’s degree or equivalent work experience.
- Fluent in English (C1) with excellent communication skills, both written and verbal.
- Quick learning skills to adapt to new tasks and software.
- Analytical mindset with the ability to analyze data, identify trends, and implement continuous improvements.
Diversity and Inclusion:
Revolut is committed to building a diverse and inclusive workplace. We welcome candidates from all backgrounds and experiences to apply for this role.
Why Join Revolut?
- Opportunity to work with a global team of talented professionals who are passionate about revolutionizing the future of finance.
- Competitive salary and benefits package.
- A culture that values innovation, collaboration, and personal development.
Apply Now! If you’re ready to take on this exciting challenge and be part of a company that is transforming the financial industry, apply now to join Revolut as a Workforce Specialist (Real Time Monitoring). Your future awaits!
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