WFM Real-time Specialist
At SumUp, we’re on a mission to empower small businesses around the world by simplifying their lives and helping them thrive.
As a global FinTech company, our vision is to build the first truly global card acceptance brand and we’re well on our way, with small businesses in over 35 countries relying on SumUp to get paid.
To achieve this, we’re building an amazing team that supports one another and our merchants every step of the way.
Our Workforce Management Team is the driving force behind delivering outstanding service to our customers and you could be the missing link!
In this role, you’ll make sure our support operations run smoothly in real time, enabling our teams to provide the best possible experience to our merchants.
We are looking for a problem-solving Real Time Specialist with a keen eye for detail, who can remain calm and manage conflicting priorities in real time.
In this role, you will collect and interpret data sets, run analyses, and 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 across these channels.
The role also includes intraday planning, reporting operational issues, and assessing their impact.
What you’ll do
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Create daily schedules to optimize internal and outsourced Support teams.
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Monitor queues, performance, and productivity in real time.
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Manage agent profiles, onboarding/offboarding, and WFM administration.
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Analyze data, track SLAs, and recommend improvements.
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Produce reports and collaborate with Business Intelligence on process improvements.
You’ll be a great fit if you have
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Strong communication, analytical, and problem-solving skills.
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Experience with CRM/CTI tools; knowledge of JIRA and Tableau is a plus.
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Good time management, independence, and flexibility.
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Understanding of Operations KPIs and interest in data analytics.
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Willingness to learn and adapt in a changing environment.
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.