WORKFORCE SPECIALIST

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 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

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.

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