Subject Matter Expert (Workforce)

About Revolut

People deserve more from their money. More visibility, more control, and more freedom. Since 2015, Revolut has been on a mission to deliver just that. Our powerhouse of products — including spending, saving, investing, exchanging, travelling, and more — help our 65+ million customers get more from their money every day.

As we continue our lightning-fast growth,‌ 2 things are essential to our success: our people and our culture. In recognition of our outstanding employee experience, we've been certified as a Great Place to Work™. So far, we have 10,000+ people working around the world, from our offices and remotely, to help us achieve our mission. And we're looking for more brilliant people. People who love building great products, redefining success, and 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 customers stay at the forefront of everything Revolut does 🚀

We’re looking for a Workforce Specialist to make sure our Support Specialist team provides the most excellent service. You'll forecast work, schedule hundreds of 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 4 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 and with expertise in 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 programmes (Google documents, Word, Outlook, etc.)
• Great attention to detail to notice mistakes within complex data
• A problem-solving approach to implement effective solutions quickly
• Excellent written and verbal communication skills to manage a wide range of team member relationships
• The ability to analyse trends and make continuous improvements
• A readiness to take responsibility for high-stakes tasks
• Flexibility 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.

Important notice for candidates:

Job scams are on the rise. Please keep these guidelines in mind when applying for any open roles.

• Only apply through official Revolut channels. We don’t use any third-party services or platforms for our recruitment.

• Always double-check the emails you receive. Make sure all communications are being done through official Revolut emails, with an @revolut.com domain.

We won't ask for payment or personal financial information during the hiring process. If anyone does ask you for this, it’s a scam. Report it immediately.

By submitting this application, I confirm that all the information given by me in this application for employment and any additional documents attached hereto are true to the best of my knowledge and that I have not wilfully suppressed any material fact. I confirm I have disclosed if applicable any previous employment with Revolut. I accept that if any of the information given by me in this application is in any way false or incorrect, my application may be rejected, any offer of employment may be withdrawn or my employment with Revolut may be terminated summarily or I may be dismissed. By submitting this application, I agree that my personal data will be processed in accordance with Revolut's Candidate Privacy Notice