WFM / RTM - Customer Support

Workforce Planning & Forecasting: Ensure adequate staffing to meet demand across SME and Retail teams, supporting a 24/7 operation and an international, remote and hybrid workforce, while accounting for volume trends, shrinkage, and business growth.

Scheduling & Capacity Management: Create and maintain monthly and daily schedules to cover chats, emails, side tasks, trainings, and meetings, ensuring optimal coverage and skill mix across time zones.

Real-Time Management (RTM): Monitor intraday performance against forecasts, staffing plans, and SLAs, taking proactive actions to manage risks, drive schedule adherence, and respond effectively to unexpected volume spikes or operational issues.

Backlog Management: Actively track backlog levels, anticipate potential buildup, and implement timely mitigation actions to prevent or reduce backlog during sudden peak volumes.

SLA & Performance Adherence: Ensure consistent achievement of SLAs through effective planning, real-time interventions, and close collaboration with Customer Care leadership.

WFM / RTM Experience: 2–3 years of experience in Workforce Management and/or Real-Time Management within a customer-facing environment. Experience supporting 24/7 operations with remote and hybrid international teams is a plus.

Data & Tools Expertise: Strong ability to analyze and interpret data—particularly Tableau dashboards and reports—and translate insights into effective workforce plans and real-time adjustments. High proficiency in Excel or Google Sheets, with a strong focus on data accuracy and quality.

WFM / RTM Tools: Experience in building, establishing, or improving WFM/RTM tools, reports, or processes, with a focus on scalability, accuracy, and operational impact.

Creative Problem Solving: A proactive, “think outside the box” mindset, able to solve complex operational challenges, mitigate risks (e.g. sudden volume spikes or backlog buildup), and implement practical solutions.

Communication & Organization: Clear communicator with strong organizational skills, able to manage priorities and collaborate effectively in a fast-paced environment.

Be part of a rapidly growing, ambitious team that is redefining the future of financial services.

Opportunity for rapid professional development and mentorship in the specialized field of Customer Care.

A collaborative, international working environment where your contributions have a direct and measurable impact on business stability and growth.