Workforce Specialist (Real Time Monitoring)

India - Remote

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Revolut

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About RevolutPeople deserve more from their money. More visibility, more control, more freedom. And since 2015, Revolut has been on a mission to deliver just that. With an arsenal of awesome products that span spending, saving, travel, transfers, investing, exchanging and more, our super app has helped 20+ million customers get more from their money. And we're not done yet.As we continue our lightning-fast growth, we believe that two things are essential to continuing our success: our people and our culture. So far, we have 5000+ people working around the world, from our great offices or remotely, on our mission. And we're looking for more. We want brilliant people that love building great products, love redefining success, and love turning the complexity of a chaotic world into the simplicity of a beautiful solution.
About the roleOur Customer Support team is the public face of the company and provides first-class front-line support to our millions of customers. We are also internal customer-champions, working with product teams to ensure users stay at the forefront of everything Revolut does 🚀We’re looking for a Real Time Monitoring Specialist to join the team of excellent service providers 📣 To manage ticket queues, monitor real time status of the support analysts, and ensure effective handling of incoming volumes. A quick learner with a great attention to detail, who’s not afraid of a dynamic, fast changing environment 🤸🏾‍♀️Up for the challenge? Let’s get in touch👇
What you’ll be doing• Monitoring the key metrics (average queue waiting time, backlogs, oldest case in queue) and providing feedback to the operations teams• Overseeing scheduling adherence and communicating necessary changes to the agents, operations and vendors• Proposing scheduling changes and acting on them, e.g. open overtimes or shifting capacity between the tasks• Providing assistance to the WFM team
What you'll need• Experience in a contact centre and familiar with concepts like inflow forecasting, handle time and queue management• Bachelor's degree or equivalent work experience• Fluent English (C1)• Quick learning skill to easily pick up new tasks and software• Ability to self-manage and prioritise your workload to maintain and improve processes• Confidence using office programs (Google documents, Word, Outlook etc)• Good attention to detail – ability to notice mistakes in complex data• Problem solving approach, ability to implement effective solutions quickly• Excellent written and verbal communication, ability to manage relationships with a wide range of team members• Ability to analyse trends and make continuous improvements• Readiness to take responsibility for high-stakes tasks• Flexibility, ability to respond well to fast decision changesBy applying for the above position, you will confirm that you have reviewed and agreed to our Data Privacy Notice for Candidates.
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Perks/benefits: Career development Flex vacation Startup environment

Region: Asia/Pacific
Country: India
Job stats:  0  0  0
Category: People Jobs
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