Our Workforce Management Team is the driving force behind service delivery to our customers. We are looking for a problem solver Real Time Specialist with a keen eye for detail, and someone who can keep a calm head and manage conflicting priorities in real-time. In this role, you will be required to collect and interpret data sets and run your own analysis to recommend and execute service-impacting solutions.
A WFM Real Time Specialist is responsible for monitoring Support’s chat, phone and email queues and coordinating agent allocation to meet performance targets for these channels. Also, executes intraday planning and reports operational issues and their impact.
What you’ll do
Ensure schedules are generated on a daily basis to maximise the efficiency of the internal and outsourcing Customer Support teams.
Monitors employee performance against work schedules and real-time productivity through applications.
Monitor agent profiles in our CRM and CTI tools in order to allow them to meet the task assignments, and respond to business- and time-critical requests for profile changes.
Be responsible for the administration of internal and vendor employees in the WFM tool, including onboarding and offboarding, and be capable of performing audits autonomously.
Conduct data analysis, spot data trends, perform gap analysis, generate reports, and recommend improvements to the business.
Produce and deliver tracking and reporting for key SLAs in the business
Perform ad-hoc data analysis to support business initiatives and extraordinary projects.
Produce relevant process documentation.
Maintain the daily relationship with the Business Intelligence, Seek opportunities to drive innovation and process improvement within the reporting spectrum.
You’ll be great for this position if you have the following:
Great communication skills, ability to work with different stakeholders
Good analytical & problem-solving ability
Experience working with JIRA
Basic to medium knowledge in data visualisation and analytics. Experience working with Tableau is a plus.
Experience working with Salesforce, administration skills are a plus.
Good time management and ability to work independently
Strong work ethic & flexibility
Strong appetite to learn and capacity to adapt to a constantly changing environment
Understanding of Operations KPIs
Experience with Five9 or any other call center platform tool.
Why you should join SumUp
We’re a truly global team of 3000+ people from 60+ countries, spread across 3 continents
You'll have the opportunity to make an impact as we work in flat hierarchies
You'll have the space to drive your career here and take ownership of projects
Restaurant tickets
Subsidized Public Transport ticket (50%)
1 month paid training
Free language courses
Cozy offices near La Sagrada Familia
Weekly breakfasts and surprise lunches
Regular "Beer Friday" briefings
About SumUp
We believe in the everyday hero.
Small business owners are at the heart of all we do, so we create powerful, easy-to-use financial solutions to help them run their businesses. With a founder’s mentality and a 'team-first’ attitude, our diverse teams across Europe, South America and the United States work together to ensure that the small business owners we partner with can be successful doing what they love.
SumUp is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. SumUp does not make hiring or employment decisions on the basis of race, colour, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender identity, sexual orientation, disability, age or any other basis protected by applicable laws or prohibited by company policy. SumUp also strives for a healthy and safe workplace and strictly prohibits harassment of any kind.
SumUp will not accept unsolicited resumes from any source other than directly from a candidate.
Job Application Tip
We recognise that candidates feel they need to meet 100% of the job criteria in order to apply for a job. Please note that this is only a guide. If you don’t tick every box, it’s ok too because it means you have room to learn and develop your career at SumUp.