At Vivid, we’re reinventing how individuals and businesses manage money. Our all-in-one app unlocks new financial opportunities: invest in global stocks, ETFs, and more than 150 cryptocurrencies, earn cashback on everyday purchases, and get personalized insights to make the most of your finances—tailored to your lifestyle.

For businesses, Vivid Business provides a comprehensive set of tools, including multi-IBAN accounts, high interest rates, business cashback, team cards, and smooth accounting integrations to streamline operations.

Our mission is your success. Everyone should have the chance to see their finances grow, and we’re committed to helping our customers make that happen.

Since launching in Germany in 2020, Vivid has expanded rapidly across Europe, earning the trust of more than 500,000 customers who want a simpler, smarter way to build their wealth. With over €200 million raised from leading 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.

We’re looking for a highly organized and motivated WFM/RTM Specialist to join our Customer Care team. In this role, you will take ownership of workforce planning and demand forecasting, ensuring the right number of skilled resources are available at the right times. You will track real-time performance, improve schedule adherence, and help ensure service level agreements (SLAs) are consistently met. By building strong workforce management practices and proactively addressing intraday risks, you’ll play a key role in delivering a smooth, 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 manage monthly and daily schedules to cover chats, emails, support tasks, training, and meetings, ensuring the right coverage and skills across time zones.
– Real-Time Management (RTM): Track intraday results against forecasts, staffing plans, and SLAs, taking proactive steps to manage risks, maintain schedule adherence, and respond effectively to unexpected volume changes or operational issues.
– Backlog Management: Monitor backlog levels, anticipate potential increases, and apply timely measures to prevent or reduce backlog during sudden peaks.
– SLA & Performance Adherence: Ensure consistent SLA achievement through effective planning, real-time actions, and close collaboration with Customer Care leadership.
– WOW Moments & Continuous Improvement: Find ways to improve the customer experience beyond SLAs and continuously enhance WFM and RTM processes to deliver true “WOW” moments.

Your profile:
– WFM/RTM Experience: 2–3 years of experience in Workforce Management and/or Real-Time Management in a customer-facing role. Experience supporting 24/7 operations with remote and hybrid international teams is a plus.
– Data & Tools Expertise: Strong ability to analyze and interpret data—especially Tableau dashboards and reports—and turn insights into effective workforce plans and real-time adjustments. Advanced skills in Excel or Google Sheets, with a strong focus on data accuracy and quality.
– WFM/RTM Tools: Experience creating, implementing, or improving WFM/RTM tools, reports, or processes, with a focus on scalability, accuracy, and operational impact.
– Creative Problem Solving: A proactive, out-of-the-box mindset with the ability to handle complex operational challenges, reduce risks (such as sudden volume spikes or backlog growth), 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 great service and creating “WOW” customer experiences.

Why join Vivid?
– Join a fast-growing, ambitious team that’s shaping the future of financial services.
– Get strong opportunities for rapid professional growth and mentorship in the specialized area of Customer Care.
– Work in a collaborative, international environment where your contributions directly and measurably support business stability and growth.