Real Time Specialist

Our Workforce Management Team is the driving force behind service delivery to our customers. We are looking for a problem solver Real Time Specialist with a keen eye for detail, and someone who can keep a calm head and manage conflicting priorities in real-time. In this role, you will be required to collect and interpret data sets and run your own analysis to recommend and execute service-impacting solutions.

**What you'll do**
- Ensure schedules are generated on a daily basis to maximise the efficiency of the internal and outsourcing Customer Support teams.
- Monitor agent profiles in our CRM and CTI tools in order to allow them to meet the task assignments, and respond to business
- and time-critical requests for profile changes.
- Be responsible for the administration of internal and vendor employees in the WFM tool, including onboarding and offboarding, and be capable of performing audits autonomously.
- Conduct data analysis, spot data trends, perform gap analysis, generate reports, and recommend improvements to the business.
- Produce and deliver tracking and reporting for key SLAs in the business
- Perform ad-hoc data analysis to support business initiatives and extraordinary projects.
- Produce relevant process documentation.
- Maintain the daily relationship with the Business Intelligence, Seek opportunities to drive innovation and process improvement within the reporting spectrum.

**You'll be great for this position if you have the following**:

- Great communication skills, ability to work with different stakeholders
- Good analytical & problem-solving ability
- Experience working with JIRA
- Basic to medium knowledge in data visualisation and analytics. Experience working with Tableau is a plus.
- Experience working with Salesforce, administration skills are a plus.
- Good time management and ability to work independently
- Strong work ethic & flexibility
- Strong appetite to learn and capacity to adapt to a constantly changing environment
- Understanding of Operations KPIs
- Experience with Five9 or any other call center platform tool.

**Why you should join SumUp**
- We're a global team of 3000+ people from 80+ countries, spread across 22 offices on 4 continents.
- You can truly create your own path here and help us shape the future for small merchants.
- We get together regularly for breakfasts, team events, office parties, and sports
- You'll receive a budget for your individual development, attending conferences and external training.
- We offer a corporate pension scheme, 28 days' paid leave, free German and yoga classes, subsidised Urban Sports Club membership and other great benefits.
- Our new office is based in the centre of Berlin and offers an amazing view over the rooftops also our own little gym

**About SumUp**

We believe in the everyday hero.

Small business owners are at the heart of all we do, so we create powerful, easy-to-use financial solutions to help them run their businesses. With a founder's mentality and a 'team-first' attitude, our diverse teams across Europe, South America and the United States work together to ensure that the small business owners we partner with can be successful doing what they love.
- SumUp is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. SumUp does not make hiring or employment decisions on the basis of race, colour, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender identity, sexual orientation, disability, age or any other basis protected by applicable laws or prohibited by company policy. SumUp also strives for a healthy and safe workplace and strictly prohibits harassment of any kind._

**Job Application Tip