WFM / RTM - Customer Support

About the Role

The ideal candidate will have a strong understanding of workforce management processes and the ability to proactively mitigate intraday risks. By establishing robust workforce management processes, you will play a critical role in delivering a seamless, high-quality customer experience that creates genuine 'WOW' moments for Vivid's customers. The role is fully remote, allowing you to work from anywhere in the world and collaborate with a global team.

Vivid's mission is to empower individuals and businesses to manage their finances effectively, providing an all-in-one app that offers a range of financial services, from investing in global stocks and cryptocurrencies to earning cashback on everyday purchases. For businesses, Vivid Business offers a suite of tools designed to streamline operations and improve financial management. With a strong focus on customer success, Vivid is dedicated to making a positive impact on the financial lives of its customers.

What You Will Do

• Own workforce planning and demand forecasting to ensure adequate staffing across SME and Retail teams, supporting a 24/7 operation and an international, remote, and hybrid workforce.
• 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.
• 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.
• Actively track backlog levels, anticipate potential buildup, and implement timely mitigation actions to prevent or reduce backlog during sudden peak volumes.
• Ensure consistent achievement of SLAs through effective planning, real-time interventions, and close collaboration with Customer Care leadership.
• Identify opportunities to elevate the customer experience beyond SLAs, continuously improving WFM and RTM processes to deliver true 'WOW' moments for customers.
• Analyze performance data to identify trends and areas for improvement, using insights to inform workforce planning and scheduling decisions.
• Collaborate with the Customer Care team to develop and implement process improvements that enhance the customer experience and improve operational efficiency.

What We Are Looking For

• Experience in workforce management, preferably in a customer-facing environment, with a proven track record of driving schedule adherence and meeting SLAs.
• Strong analytical and problem-solving skills, with the ability to interpret data and make informed decisions.
• Excellent communication and collaboration skills, with experience working in a remote or hybrid team environment.
• Proficiency in tools such as Adjust, Excel, and Google Sheets, with the ability to learn and adapt to new technologies.
• A customer-centric mindset, with a focus on delivering high-quality experiences that exceed customer expectations.
• Ability to work in a fast-paced environment, with a flexible approach to changing priorities and deadlines.
• Strong organizational and time management skills, with the ability to prioritize tasks and manage multiple projects simultaneously.
• Experience with real-time monitoring and management, with a proactive approach to mitigating risks and resolving issues.

Nice to Have

• Experience in the financial services or fintech industry, with a understanding of the regulatory environment and compliance requirements.
• Knowledge of customer experience platforms and tools, such as chatbots, email management software, and CRM systems.
• Certification in a relevant field, such as customer service, workforce management, or data analysis.
• Experience working with international teams, with a strong understanding of cultural and language differences.
• Familiarity with agile methodologies and lean principles, with a focus on continuous improvement and process optimization.

Benefits and Perks

• Competitive salary and benefits package, with opportunities for career growth and professional development.
• Flexible working hours and remote work arrangements, allowing for a better work-life balance.
• Access to cutting-edge technologies and tools, with ongoing training and support to enhance skills and knowledge.
• Collaborative and dynamic work environment, with a team of experienced professionals who are passionate about delivering exceptional customer experiences.
• Opportunities for professional growth and advancement, with a focus on promoting from within and developing future leaders.
• Comprehensive health and wellness programs, including mental health support and employee assistance programs.
• Generous paid time off and holiday allowances, with flexibility to take time off when needed.

• When applying for this role, be sure to highlight your experience with workforce management tools and technologies, such as Adjust, Excel, and Google Sheets.
• Emphasize your ability to analyze data and make informed decisions, as well as your experience with real-time monitoring and management.
• Prepare to discuss your approach to mitigating risks and resolving issues in a fast-paced customer-facing environment.
• Show a customer-centric mindset and a focus on delivering high-quality experiences that exceed customer expectations.
• Be prepared to discuss your experience working in a remote or hybrid team environment, and your ability to collaborate effectively with colleagues across different time zones.
• Consider creating a portfolio that showcases your skills and experience in workforce management, including any relevant certifications or training programs.