WFM/RTM – Customer Support
Vivid Money
full-time
Posted on:
Location Type: Remote
Location: Cyprus
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Tech Stack
About the role
- Own workforce planning and demand forecasting, ensuring the right number of skilled resources are available at the right time
- Actively monitor real-time performance, drive schedule adherence, and ensure service level agreements (SLAs) are consistently met
- Create and maintain monthly and daily schedules to cover chats, emails, side tasks, trainings, and meetings
- Monitor intraday performance against forecasts, staffing plans, and SLAs, taking proactive actions to manage risks
- Actively track backlog levels, anticipate potential buildup, and implement timely mitigation actions to prevent or reduce backlog
- Ensure consistent achievement of SLAs through effective planning and close collaboration with Customer Care leadership
- Identify opportunities to elevate the customer experience beyond SLAs, continuously improving WFM and RTM processes
Requirements
- 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
- 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
- Experience in building, establishing, or improving WFM/RTM tools, reports, or processes , with a focus on scalability, accuracy, and operational impact
- A proactive, “think outside the box” mindset, able to solve complex operational challenges, mitigate risks and implement practical solutions
- Clear communicator with strong organizational skills, able to manage priorities and collaborate effectively in a fast-paced environment
- Interest in Fintech and digital banking , with a passion for delivering excellent service and creating “WOW” customer experiences
Benefits
- Opportunity for rapid professional development and mentorship in Customer Care
- A collaborative, international working environment
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
workforce planningdemand forecastingschedule adherenceservice level agreementsdata analysisTableauExcelGoogle SheetsWFM toolsRTM processes
Soft skills
proactive mindsetproblem-solvingclear communicationorganizational skillscollaborationability to manage prioritiesanalytical thinkingadaptabilitycustomer experience focuscreativity