At the company, we believe people deserve more from their money - more visibility, control, and freedom. Since our inception in 2015, we have aimed to deliver on this mission with a suite of products designed to help over 70 million customers manage their finances effectively.
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As we continue to grow rapidly, we prioritize our people and our culture, making us a recognized Great Place to Work™. Our team now consists of over 13,000 individuals across the globe, both in-office and remote, collaborating to achieve our mission. We are looking for passionate individuals who excel at building great products and simplifying complex challenges.
Our Customer Support team serves as the initial contact for millions, providing timely and thoughtful assistance. As a Real-time Monitoring Specialist, you will be responsible for managing ticket queues, monitoring the real-time status of Customer Support Analysts, and effectively handling incoming volumes.
What You'll Be Doing:
- Monitoring key metrics such as average queue waiting time, backlogs, and oldest cases in queue, while providing feedback to the Operations team.
- Overseeing scheduling adherence and communicating any necessary changes to agents, operations, and vendors.
- Proposing scheduling adjustments and implementing measures like opening overtime or reallocating capacity between tasks.
- Assisting the Workforce Management team with operational needs.
What You'll Need:
- Experience in a contact center environment.
- Knowledge of inflow forecasting, handling time, and queue management concepts.
- A bachelor's degree or equivalent work experience.
- Fluency in English with excellent written and verbal communication skills.
- Quick learning abilities with the capacity to adapt to new tasks and software.
- Self-management skills to prioritize your workload and enhance processes.
- Proficient in office programs (Google Docs, Word, Outlook, etc.).
- Strong attention to detail, especially with complex data sets.
- A problem-solving mindset to implement effective solutions promptly.
- Ability to manage relationships across diverse team members.
- Data/trend analysis skills aimed at fostering continuous improvements.
- Willingness to take on high-stakes responsibilities.
- Flexibility to adapt to fast-paced decision changes.
At the company, we strive for inclusivity and welcome applications from individuals of diverse backgrounds and experiences for our multicultural, hardworking team.
