Discover Vivid: Revolutionizing Financial Management

Who We Are

At Vivid, we’re reshaping the way individuals and businesses handle their finances. Our comprehensive app opens the door to a wide array of financial opportunities. Whether it’s investing in global stocks, ETFs, or over 150 cryptocurrencies, or earning cashback on day-to-day expenditures, we provide personalized insights tailored to your unique lifestyle.

Empowering Businesses

For businesses, Vivid Business offers a robust toolkit designed to enhance operational efficiency. Features include multi-IBAN accounts, attractive interest rates, business cashback options, team cards, and seamless accounting integrations to streamline your operations.

Our Mission

Our mission is simple: Your Success. Everyone deserves to prosper financially, and we are committed to empowering our customers to realize this goal.

Founded in Germany in 2020, Vivid has quickly expanded across Europe, gaining the trust of over 500,000 customers seeking a smarter, more straightforward way to build wealth. Having raised over €200 million from top-tier investors and achieving a valuation of €775 million, Vivid stands at the intersection of modern finance and limitless opportunities. Join us in transforming your financial journey.

About The Role: WFM / RTM Specialist

We are on the lookout for a highly organized and motivated WFM / RTM Specialist to join our Customer Care team. This role encompasses ownership of workforce planning and demand forecasting, ensuring that skilled resources are in place when needed. You will also monitor real-time performance, drive schedule adherence, and guarantee that our service level agreements (SLAs) are consistently met. By establishing robust workforce management processes and proactively addressing intraday risks, you’ll play a pivotal role in enhancing the customer experience and creating those unforgettable “WOW” moments.

Key Responsibilities

1. Workforce Planning & Forecasting

Ensure optimal staffing levels to meet demand across SME and Retail teams, supporting a 24/7 operation with an international, remote, and hybrid workforce while accounting for volume trends, shrinkage, and business growth.

2. Scheduling & Capacity Management

Create and manage monthly and daily schedules for chats, emails, side tasks, training, and meetings to ensure optimal coverage across various time zones.

3. Real-Time Management (RTM)

Monitor daily performance against forecasts and staffing plans, taking proactive steps to manage risks, enforce schedule adherence, and respond efficiently to unexpected volume surges.

4. Backlog Management

Actively track backlog levels, anticipate potential buildups, and implement timely actions to mitigate backlog during peak volumes.

5. SLA & Performance Adherence

Ensure the consistent achievement of SLAs through effective planning and real-time interventions in close collaboration with Customer Care leadership.

WOW Moments & Continuous Improvement

Identify and capitalize on opportunities to elevate the customer experience beyond SLAs, continually refining WFM and RTM processes to create those remarkable “WOW” moments.

Your Profile

Qualifications

1. WFM / RTM Experience

2–3 years of experience in Workforce Management and/or Real-Time Management within a customer-facing environment, particularly supporting 24/7 operations with international teams.

2. Data & Tools Expertise

Strong analytical skills, especially with Tableau dashboards and reports, and proficiency in Excel or Google Sheets, ensuring data accuracy and quality.

3. WFM / RTM Tools

Experience in building, enhancing, or improving WFM/RTM tools and processes, focusing on scalability and operational impact.

4. Creative Problem Solving

A proactive mindset with the ability to navigate complex operational challenges and implement effective solutions.

5. Communication & Organization

Excellent communication skills coupled with strong organizational abilities to manage priorities within a fast-paced environment.

Culture & Mindset

A genuine interest in Fintech and digital banking, along with a passion for delivering exceptional service and unforgettable customer experiences.

Why Join Vivid?

• Become part of a fast-growing, ambitious team that is shaping the future of financial services.
• Gain fast-tracked professional development and mentorship within the specialized field of Customer Care.
• Enjoy a collaborative, international working environment where your contributions significantly influence organizational growth and stability.

Join us at Vivid and embark on a rewarding financial journey!