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Subject Matter Expert (Real-Time Monitoring)
Indore, Madhya Pradesh, India · 12 minutes ago · 1 person clicked apply
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Subject Matter Expert (Real-Time Monitoring)
Revolut · Indore, Madhya Pradesh, India (Remote)

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About the job
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 70+ 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 13,000+ 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 first point of contact for millions around the world, delivering fast, thoughtful help when it matters most. They're the voice of our customers, working closely with product teams to improve experiences and keep wow-level service at the heart of Revolut.

We’re looking for a Real-time Monitoring Specialist to manage ticket queues, monitor real-time status of Customer Support Analysts, and provide effective handling of incoming volumes.

Up to shape what's next in finance? 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 the Operations team
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.

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