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 Iasi, Romania.

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. 

Key Responsibilities

• 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

• 2 /3 years of experience in Workforce Management and Real Time Management are required. 
• 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 and on weekends 

Perks & Benefits

• Health & Wellbeing: Use your full access to the mental health platform nilo, including 1on1 sessions.
• We value personal and professional development: make full use of Udemy, our training platform with 24/7 access and unlimited content/course consumption incl. certification.
• We make your remote work comfy: we provide support on equipment and offer flexible working hours.
• We value collaboration & love to come together: regular onsite gatherings, internal initiatives and summer parties to connect outside of work.
• May your family require your attention or other reasons apply: use the benefit of our paid special leave days.
• Enjoy the possibility to combine work with a longer stay at your holiday destination or extend a weekend with our Workcation possibilities.
• In addition to the perks & benefits above, we offer specific benefits that differ between our locations.

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.