WFM / RTM Specialist - Customer Support - Remote

Overview

Vivid is seeking a highly organized and motivated WFM / RTM Specialist to join our Customer Care team, responsible for workforce planning and demand forecasting to ensure optimal customer service delivery.

In Short

• Manage workforce planning and demand forecasting for a 24/7 operation.
• Monitor real-time performance and drive schedule adherence.
• Ensure SLAs are consistently met through effective planning.
• Utilize data analysis skills to interpret Tableau dashboards.
• Implement proactive solutions to mitigate operational risks.
• Collaborate with international and remote teams.
• Focus on continuous improvement of WFM and RTM processes.
• Maintain schedules to optimize coverage and skill mix.
• Track and manage backlog levels effectively.
• Deliver excellent customer experiences and create “WOW” moments.

Requirements

• 2-3 years of experience in Workforce Management or Real-Time Management.
• Strong proficiency in Excel or Google Sheets.
• Experience with Tableau dashboards and reports.
• Ability to solve complex operational challenges creatively.
• Excellent communication and organizational skills.
• Interest in Fintech and digital banking.

Benefits

• Join a rapidly growing and ambitious team.
• Opportunity for rapid professional development.
• Collaborative international working environment.
• Direct impact on business stability and growth.