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Job Description:
About the role
Our 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 Workforce Specialist to ensure our Support Specialists team provides the most excellent service to forecast and schedule work of hundreds employees and keep the team's data on track. The goal is always the same: to improve the quality of our services and make sure that what we deliver is WOW 💫
Up for the challenge? Let’s get in touch👇
What you’ll be doing
Forecasting and planning for 400 employees across four locations
Generating and regularly adjusting forecasts and schedules
Maintaining team data accuracy with new joiners, team changes, and leavers
Working in real-time with Support team leaders to ensure adherence
Maintaining accurate data for the Member Experience team, including trend analysis
Managing and improving the process for performance tracking and target setting
What you'll need
Experience in a contact centre with familiarity of concepts like inflow forecasting, handle time, and queue management
A Bachelor's degree or equivalent work experience
Fluency in English (C1)
Quick learning skills to easily pick up new tasks and software
The 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 with the ability to notice mistakes in complex data
A problem solving approach to implement effective solutions quickly
Excellent written and verbal communication to manage relationships with a wide range of team members
The ability to analyse trends and make continuous improvements
Readiness to take responsibility for high-stakes tasks
Flexibility and the ability to respond well to fast decision changes
The ability to anticipate future changes or demands in headcount
About Company:
