At IDnow, we believe innovation is finding solutions to problems that don't yet exist but are sure to impact our future. Making the connected world a safer place is and has been our vision from the very beginning.

Our identity verification SaaS solutions enable businesses to make reliable, informed decisions in an instant. We offer robust, secure and seamless solutions to protect against player fraud, identity theft or forging signatures. It is not only mandatory and reduces business loss, but it also becomes a highly competitive advantage, as customer experience and retention rates improve substantially. We help our clients to increase security, improve customer conversion, and streamline their onboarding process.

We understand that regulation and our clients’ requirements are constantly evolving, so we evolve with them. Thanks to our close relationships with industry regulators, our solutions comply with multi-jurisdictional KYC ("Know Your Customer") regulations, allowing customers to process a wide variety of identity documents, and onboard and service consumers from all around the world in different markets and countries.

This position is based in Munich or in Berlin. 

Key Responsibilities

As a Real Time Manager, you play a key role in ensuring the daily operational performance of our customer service by monitoring and optimizing the flow of interactions across multiple internal and external service centers.

• Daily operational steering: Monitor key performance indicators (e.g. SLAs, occupancy, average handling time, volume distribution) to ensure contractual and financial targets are met.
• Volume and resource management: Adjust skill sets, volume allocation, and workforce levels across different service centers in real time for optimal handling of daily volumes.
• Customer priority management: Manage the priorities of over 900 customer accounts to ensure commitments are met and customer satisfaction is achieved.
• Reporting and communication: Provide daily performance summaries and report on temporary challenges to relevant teams.
• First-level technical support: Support internal and external service centers with interaction processing (e.g. troubleshooting agent accounts, reporting/escalating system issues to IT, mediating between internal teams and external partners).
• ACD routing management: Configure and ensure the functionality of the Automatic Call Distribution (ACD) system.
• Coordination and continuous improvement: Regularly coordinate with customer-facing teams on campaigns and escalations, and implement appropriate actions.
• Administrative support: Assist with workforce administration.

Preferred Experience

• First experience in Operations and Real Time Management
• Keen to work in a dynamic and fast-growing environment where you can contribute to team improvement with your ideas
• Data-driven mindset with strong analytical skills
• Sound knowledge of Microsoft Office
• Basic knowledge of data analysis tools such as Tableau or Power BI
• Fluency in English; German is a plus
• Willingness to work in shifts
• Willingness to work in shifts and on weekends

Perks & Benefits

• Health & Wellbeing: Use your full access to nilo.health, including 1on1 sessions
• We value personal and professional development: make full use ot the training Platform Udemy! 
• A supportive feedback-based culture where respect and integrity guide us in what we do
• We make your remote work comfy: we provide support on equipment and offer flexible working hours; we help you collaborate and connect with your colleagues both locally and remotely
• Paid special leave days
• Workcation possibilities
• Specific, locational benefits

IDnow applies the principles of non-discrimination and equality: We strive to establish, maintain, and promote an open and inclusive recruitment process and working environment by respecting the principles of equal opportunities. Including but not limited to: sex, race or ethnic origin, religion or convictions, gender identity, citizenship, marital status, disability, age, or sexual orientation.