Realtime Manager

On our path to becoming the world’s favorite way to shop, we’re assembling an unparalleled global talent network, accelerating individual careers, and disrupting entire industries. We are on a mission to liberate humanity from all the meaningless time spent managing their purchases and finances, so they can do more of what they love. We’re in search of global talent eager to embrace our atmosphere and defy their own expectations.

Are you passionate about customer experience, data analysis and controlling? Do you love working in a high-speed environment with KPIs and improvement opportunities? Are you an engaged problem solver who is able to decide and act fast?

Sounds like you? Great, keep on reading as we have the perfect opportunity for you. We are looking for a
**Realtime Manager **to join the Consumer Operations Realtime Management team.

**What you will do**

Every day, thousands of our customers globally contact Klarna with different queries and situations that require our focused attention. It is important for our service agents and processes to go above and beyond expectations to ensure our customers receive extraordinary service in every single contact. As a Realtime Manager,, you will be responsible for coordinating the live delivery of Klarna’s outsourcing suppliers plus the reporting to internal stakeholders.

In this role, you will need to be both hands-on to be on top of all details as well as good at strategy to drive improvements in performance. An important success factor of your journey with us is that you are able to collaborate with several stakeholders (internally and externally) and that you make data-driven decisions. With your initiatives, we can be sure that we continuously improve our service standards in order to deliver remarkable service operations.

**Your main responsibilities will be**:

- Daily contact with Klarna’s outsourcing suppliers regarding e.g. any fluctuation in the forecast, distributing volumes between the Klarna outsourcing suppliers, and review capacity planning.
- Analyze core KPI of the daily business (e.g. AverageHandlingTime, Servicelevel, Forecastaccurancy)
- Analyze different data points on a daily basis to identify trends and improvement opportunities.
- Manage and support Klarna’s outsourcing suppliers to ensure they meet the agreed KPIs together with the operational stakeholders.
- Coordinate downtimes and other impacts to ensure customer service availability
- Support the wider workforce operations teams by ensuring a strong link between on-day performance and long-term staffing and planning.

**Who you are**:

- You have been working within service operations (preferably Realtime Analyst), for a few years and really enjoy being in an environment where you can make a difference.
- You are excellent at analytics with high attention to details.
- You are a true problem-solver who does not settle for less than perfect.
- You are flexible, our operations are 24/7 (main business hours between 8-22 h)
- You can prioritize your work tasks and most importantly, you love being a part of a team growth in the challenges.

**You should have**:

- Service and customer obsession mindset.
- Working proficiency and communication skills in verbal and written English.
- Data driven mindset and analysis skill.
- Experience with Google Sheets and Docs
- Ability to work under high pressure in a fast changing environment.

If this sounds like a step forward in your career, don’t hesitate to apply: Include your resumé in English and a few words about why you want to join Klarna. Interviews are conducted on an ongoing basis. Let’s have a chat

**What we offer**:
**Diversity & Community**
- With our diversity of skills, perspectives and backgrounds, we can create, innovate, and disrupt like no other. Diversity is part of who we are, and essential to our success.

**Ownership & Impact**
- Here, every voice matters. We’re organized into hundreds of small teams, each run like a start-up, focused on their own problem-space.

**Trust & Collaboration**
- Successes and failures are won together at Klarna in a melting pot of teams. Win, lose, and learn, we’re on this path together.

If you love what you do, you should love where you do it. We appreciate that everyone’s different and has their own preferences of where and how to work. We genuinely believe in the power of regular face-to-face interactions in building close connections with our teams, but we also strongly believe people can work effectively remotely. This means that combining both is the key to success.

At Klarna, You can choose between working from the office, remotely within your employment country, or even outside of it for up to 20 working days per year. Flex it up 

Additionally, we’re providing each Klarnaut with a contribution and equipment to improve this flexible work life. Use it to glow up that personal home office space, or upgrade those work accessories.

**Challenges & Rewar