WFM / RTM - Customer Support

Headquarters: Remote, Limassol 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, shrin