Subject Matter Expert (Real-Time Monitoring)

Remote: India · Poland · Portugal

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 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 customers stay at the forefront of everything Revolut does 🚀

We’re looking for a Real-time Monitoring Specialist to join the team of excellent support agents to manage ticket queues, monitor real-time status of support analysts, and provide effective handling of incoming volumes.

If you're a quick learner with great attention to detail, and not afraid of a dynamic, fast-paced changing environment, then you're probably up for this challenge. Let’s get in touch👇

What you’ll be doing

  • Monitoring key metrics (average queue waiting time, backlogs, oldest case in queue) and providing feedback to Operations teams
  • Overseeing scheduling adherence and communicating necessary changes to agents, operations, and vendors
  • Proposing scheduling changes and acting on them, such as opening overtime or shifting capacity between tasks
  • Assisting the Workforce Management team

What you'll need

  • Experience in a contact centre
  • Knowledge of concepts like inflow forecasting, handling time, and queue management
  • A bachelor's degree or equivalent work experience
  • Fluency in English with excellent written and verbal communication skills
  • 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 in complex data
  • A problem-solving approach to implement effective solutions quickly
  • The ability to manage relationships with a wide range of team members
  • Data/trend analysis skills to make continuous improvements
  • A readiness to take responsibility for high-stakes tasks
  • Flexibility to respond well to fast decision changes

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.

Refer to our Data Privacy Statement for Candidates for details on our data handling practices during your application.

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
  1. 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.

  2. 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.

  1. Dream Team

    We select, coach, and retain the top talent only and give them all the support to achieve greatness

  2. Never 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.

  3. 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.