Subject Matter Expert (Workforce)
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✨ What you’ll be working on
Remote Workforce Management (WFM) Job from India | Revolut Hiring, ideal for professionals with contact centre workforce planning and scheduling experience.
About Revolut
Revolut is one of the world’s fastest-growing fintech companies, helping 65+ million customers manage spending, saving, investing, exchanging, and more all in one app.
With 10,000+ employees worldwide, Revolut is known for its strong culture, fast growth, and commitment to delivering exceptional customer experiences.
About the Role
The Subject Matter Expert (Workforce) plays a key role inside the Customer Support organization, ensuring the Support team operates with accurate forecasting, scheduling, and data management.
You will plan, forecast, and manage workforce operations for 400+ employees across multiple locations, helping deliver world-class support experiences.
This is a remote India role supporting global support operations.
Key Responsibilities
- Forecast and plan staffing for 400 employees across 4 locations
- Generate and adjust schedules based on inflow, trends, and real-time data
- Maintain accurate workforce data for joiners, leavers, and team changes
- Work closely with Support leaders to ensure schedule adherence
- Analyze trends and maintain performance tracking processes
Improve workforce planning, reporting, and operational workflows
Requirements
Must Have
- Experience in contact centre workforce planning (WFM)
- Knowledge of inflow forecasting, handle time, and queue management
- Strong analytical and problem-solving skills
- Excellent English communication (C1 level)
- Ability to manage data accurately and spot trends
- Comfort using tools like Google Docs, Excel, Outlook, and similar software
Good to Have
- Experience managing large workforce scheduling
- Ability to adapt quickly in fast-changing environments
- Experience improving performance tracking and operational processes
Why This Role is Great for Remote Professionals
This is an excellent opportunity for professionals with WFM / Workforce Planning / Contact Centre Operations experience looking for a remote job from India with a global fintech leader.