About Revolut
People 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, we've helped 40+ million customers get more from their money. And we're not done yet.
As we continue our lightning-fast growth, two things are essential to continuing our success: our people and our culture. We've been officially certified as a Great Place to Work™ in recognition of our outstanding employee experience! So far, we have 8,000+ 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 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're 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, handling time, and queue management
Bachelor's degree or equivalent work experience
Fluency in English
Quick learning skills to easily pick up new tasks and software
Ability to self-manage and prioritise your workload to maintain and improve processes
Confidence using office programmes (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 changes
Compensation range
Lithuania: €2,200 - €2,600 gross monthly*
Other locations: Compensation will be discussed during the interview process
*Final compensation will be determined based on the candidate's qualifications, skills, and previous experience
Building a global financial super app isn’t enough. Our Revoluters are a priority, and that’s why in 2021 we launched our inaugural D&I Framework, designed to help us thrive and grow everyday. We're not just doing this because it's the right thing to do. We’re doing it because we know that seeking out diverse talent and creating an inclusive workplace is the way to create exceptional, innovative products and services for our customers. That’s why we encourage applications from people with diverse backgrounds and experiences to join this multicultural, hard-working team.
Refer to our Data Privacy Statement for Candidates for details on our data handling practices during your application.