Customer service Real Time Analyst ( shift lead )

Our Mission

Reduce inequity by helping immigrants move money home by becoming the leading cross-border fintech for immigrants.

The Team

-> Founded by Harvard grads / 3rd-time founders --- also founded Segovia (successful exit) and GiveDirectly (>300M revenue, fastest-growing NGO).

-> Top performers from top and varied organizations (e.g., Bain, Bolt, Google, McKinsey, SafeBoda, Uber, Zipline) --- we like moving fast, and we hire people that do as well.

-> Driven by mission, guided by values (see below) – in deed, not just word.

-> Team as global as the mission, >30 languages from 25 countries (i.e., if you’re interested in learning to make Chicken Moambe, we’re the place).

About Us

Taptap Send is backed by top VCs (Spark, Canaan, Reid Hoffman, Breyer Capital, etc.), rapidly growing and a great place for those looking for both impact and a fast-paced tech startup environment.  Read more about the journey in Reid Hoffman’s words or TechCrunch article

Launched in 2019, Taptap is tapping into a transformative shift in global finance: from banks to phones. While this has affected wealthier countries as well, it has been nothing short of a revolution for the emerging markets where the overwhelming majority of population had been unable to access digital finance previously.  Its first product, Taptap Send, allows immigrants to send money home instantly and with no fee, saving money in the process. With a formal market size of >700B alone, we’ve got a lot more saving to do for our users. And that’s just the beginning….

Our Investors

Spark Capital, Canaan, Reid Hoffman, Breyer Capital (Jim Breyer), Unbound (Shravin Mittal), Wamda (Fadi Ghandour), Firstminute Capital, Slow Ventures (Sam Lessin), Helios Partners (Souleymane Ba), Crossbeam Ventures (Ali Hamed), Nikesh Arora, Samih Toukan, and many other context-specific angels

The CS shift lead is responsible for daily monitoring the performance of the Customer service  and the efficiency of the staff. They oversee daily management across multiple channels and languages, and take adequate actions on rosters to ensure target metrics are achieved. They will monitor agent activities, adherence to schedules and make sure activity entries are up to date with the scheduling system. The ideal candidate will be able to adjust quickly to changing ideas, trends, strategies, and responsibilities; as well as propose their own ideas and ways to improve current system.

Responsabilities

Monitor real-time adherence and effective management of the incoming phone, email and WhatsApp contact volumes. Collaborate with management on further optimizing workforce, improving metrics, along with making recommendations on how to boost productivity and deliver the best customer experience. Monitor/ keep track of sickness, annual leave, and lateness. Enter real-time exceptions into WFM tracking system (absences, trainings, meetings, overtime, etc.). Design and build reports. Audit and maintain data in WFM tools and related databases. Identify changes in contact volumes and make adequate changes in rosters to achieve balanced answer rates and service levels. Monitor real-time adherence to schedules and help alert and adjust for outages, staff shortages, and unplanned events. Partner with Team Leaders to address any deviations from schedules.

Qualifications

Minimum of two years’ experience in performing workforce management functions (specifically real-time management/ shift leader role). Experience with Workforce Management software including scheduling, performance tracking, and reporting; a willingness to learn new software applications. Must have a good working knowledge of Excel/ Google Sheets and can create, organize, and analyze data in a structured manner. Knowledge of SQL/ database management is a strong plus. Excellent analytical, written, and oral communication skills. Availability to work night shift (23h00 - 08h00 UK time) and occasionally during evenings/ weekends.

Taptap Values 

Impact first.

Team next.

Accept reality.

Propose solutions.

Win with grit.

Be proactively candid, with yourself and others.

Love the particular.

Own it.

Create positive energy.

Maybe, even have fun.

Equal Opportunity Employer

Taptap Send is an equal opportunity employer dedicated to building an inclusive and diverse workforce. All employment decisions are decided on the basis of qualifications, experience and business need. We strongly encourage applications who are members of underrepresented communities to apply.

If you require reasonable adjustments to be made during the recruitment process, please do not hesitate to let us know. Any information you provide us in this respect will only be used to accommodate your requirements.

Note: we recognize imposter syndrome is real - any candidate that does not perfectly fit every characteristic of this role is still strongly encouraged to apply.