Subject Matter Expert

7 months ago

India Revolut Full time

Remote: India - Lithuania - Poland - PortugalAbout 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 10,000+ 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 - €2,300 gross monthly*
- Other locations: Compensation will be discussed during the interview process

**Benefits at Revolut**:

- No ping pong tables or bean bag chairs, just benefits you actually want

**Get what you need to succeed**:
- Financial benefits that show we value your work
- Medical insurance for you and your close ones
- Flexibility to work from home, the office or abroad
- A free Revolut Metal subscription loaded with perks
- Exciting events year-round so you can get to know your team- Check out all the benefits at Revolut- Discover our values
- We believe that any success at Revolut comes from two things: our people and our culture. Our culture is our DNA, it defines who we are, how we operate, and how we handle disagreements with each other. We operate, hire, develop, and promote brilliant people based on the values below.
Culture

Get It Done
- Revoluters always push through We stopped listening to excuses a long time ago - we care about results. We believe that grit, determination, skill, smartness, and courage can break through almost any wall.Deliver WOW
- We love building great products, we love delighting our customers, we love turning the complexity of a chaotic world into the simplicity of a beautiful solution that truly solves customer needs.Dream Team
- We select, coach, and retain the top talent only and give them all the support to achieve greatnessNever Settle
- Revolut is for those who always strive for excellence, for those who want to become the best in the world at what they do, for those who would never settle for less. Revolut is for 10x people.Think Deeper
- Logic, reason, and common sense prevail over everything else in decision making at Revolut. We are open-minded, we listen, and we are always in search of the truth.

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