WFM / RTM - Customer Support (Fintech)

TL;DR

WFM / RTM - Customer Support (Fintech): Owning workforce planning and demand forecasting for customer care, ensuring optimal staffing and service level agreements. Focus on real-time performance monitoring, proactive risk mitigation, and continuous improvement of WFM processes.

Location: Remote, with an office presence in Limassol, Cyprus. The company supports an international, remote and hybrid workforce.

Company

hirify.global is a rapidly growing fintech company reimagining money management for individuals and businesses across Europe with investments, cashback, and financial insights.

What you will do

• Own workforce planning and demand forecasting to meet demand across SME and Retail teams for 24/7 operations.
• Create and maintain monthly and daily schedules covering chats, emails, side tasks, trainings, and meetings.
• Monitor intraday performance against forecasts, staffing plans, and SLAs, taking proactive actions to manage risks.
• Actively track backlog levels, anticipate potential buildup, and implement timely mitigation actions.
• Ensure consistent achievement of SLAs and identify opportunities to elevate the customer experience.

Requirements

• 2–3 years of experience in Workforce Management and/or Real-Time Management within a customer-facing environment.
• Strong ability to analyze and interpret data, particularly Tableau dashboards and reports.
• High proficiency in Excel or Google Sheets, with a strong focus on data accuracy and quality.
• Experience in building, establishing, or improving WFM/RTM tools, reports, or processes.
• A proactive, “think outside the box” mindset to solve complex operational challenges and mitigate risks.

Culture & Benefits

• 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.