WFM / RTM - Customer Support

About Vivid:
At Vivid, we're reimagining how individuals and businesses manage money. Our all-in-one app opens up a world of financial possibilities: invest in global stocks, ETFs, and over 150 cryptocurrencies, earn cashback on everyday purchases, and access personalised insights to make the most of your finances—all tailored to your lifestyle.    For businesses, Vivid Business offers a powerful suite of tools, including multi-IBAN accounts, high-interest rates, business cashback, team cards, and seamless accounting integrations to streamline operations.    Our mission? Your success. Everyone deserves the chance to see their finances flourish, and we’re dedicated to empowering our customers to make this a reality.   Since our 2020 launch in Germany, Vivid has rapidly expanded across Europe, earning the trust of over 500,000 customers looking for a simpler, smarter way to grow their wealth. With over €200 million raised from top investors and a valuation of €775 million, Vivid is where modern finance meets real opportunity. Join us and experience a new way to thrive financially.

About The Role:
We are looking for a highly organized and motivated WFM / RTM Specialist to join our Customer Care team. In this role, you will own workforce planning and demand forecasting, ensuring the right number of skilled resources are available at the right time. You will actively monitor real-time performance, drive schedule adherence, and ensure service level agreements (SLAs) are consistently met. By establishing robust workforce management processes and proactively mitigating intraday risks, you will play a key role in delivering a seamless, high-quality customer experience—and creating genuine “WOW” moments for our customers.

Your Mission:
• Workforce Planning & Forecasting: Ensure adequate staffing to meet demand across SME and Retail teams, supporting a 24/7 operation and an international, remote and hybrid workforce, while accounting for volume trends, shrinkage, and business growth.

• Scheduling & Capacity Management: Create and maintain monthly and daily schedules to cover chats, emails, side tasks, trainings, and meetings, ensuring optimal coverage and skill mix across time zones.

• Real-Time Management (RTM): Monitor intraday performance against forecasts, staffing plans, and SLAs, taking proactive actions to manage risks, drive schedule adherence, and respond effectively to unexpected volume spikes or operational issues.

• Backlog Management: Actively track backlog levels, anticipate potential buildup, and implement timely mitigation actions to prevent or reduce backlog during sudden peak volumes.

• SLA & Performance Adherence: Ensure consistent achievement of SLAs through effective planning, real-time interventions, and close collaboration with Customer Care leadership.

WOW Moments & Continuous Improvement: Identify opportunities to elevate the customer experience beyond SLAs, continuously improving WFM and RTM processes to deliver true “WOW” moments for our customers.

Your Profile:
• WFM / RTM Experience: 2–3 years of experience in Workforce Management and/or Real-Time Management within a customer-facing environment. Experience supporting 24/7 operations with remote and hybrid international teams is a plus.

• Data & Tools Expertise: Strong ability to analyze and interpret data—particularly Tableau dashboards and reports—and translate insights into effective workforce plans and real-time adjustments. High proficiency in Excel or Google Sheets, with a strong focus on data accuracy and quality.

• WFM / RTM Tools: Experience in building, establishing, or improving WFM/RTM tools, reports, or processes, with a focus on scalability, accuracy, and operational impact.

• Creative Problem Solving: A proactive, “think outside the box” mindset, able to solve complex operational challenges, mitigate risks (e.g. sudden volume spikes or backlog buildup), and implement practical solutions.

• Communication & Organization: Clear communicator with strong organizational skills, able to manage priorities and collaborate effectively in a fast-paced environment.

Culture & Mindset: Interest in Fintech and digital banking, with a passion for delivering excellent service and creating “WOW” customer experiences.

Why Join Vivid?:
• Be part of a rapidly growing, ambitious team that is redefining the future of financial services.

• Opportunity for rapid professional development and mentorship in the specialized field of Customer Care.

• A collaborative, international working environment where your contributions have a direct and measurable impact on business stability and growth.