Analyse datasets specific to your domain, identifying patterns and trends related to service performance.
Proactively identify trends that might affect performance in your domain.
Work within your allocated domain to continuously strive for improved SLAs and identify seasonality trends that might affect performance.
Regularly evaluate service processes and make adjustments and enhancements to improve results.
Work closely with Operations, Product, Risk teams, Change partners, and domain analysts to deliver accurate service insights and support.
Build and maintain good relationships with Team Managers and Operations Managers to ensure they are supported with intra-day needs.
Collaborate with WFM Analyst and Forecast Analyst to meet queue specific requirements.
Work with your domain's outsourced real-time teams to align on daily action plans and ensure understanding of performance or volume trends.
Manage task views, routing and short-term Verint changes, ensuring work goes to the right person at the right time.
Conduct deep dives to identify issues between supply/demand at all intervals and skilling gaps where your domain is misaligned with the operation.
Assess the service impact of proposals and changes due to be implemented in your domain.
Be responsible for raising and responding to incidents when required, providing regular updates and escalating if and when required.

You have a solid background in workforce management, with hands-on experience supporting operational teams and improving performance.
You care deeply about service quality and understand the key drivers that contribute to delivering great customer experiences.
You’re proficient in Google Sheets / Excel and Looker, able to create insightful visualisations and reports to support domain-specific decision-making.
You also have a basic understanding of BigQuery.
You’re experienced in working with both live and historical data to identify trends, investigate issues, and clearly communicate insights to stakeholders, including senior leadership.
You can assess situations with broad customer impact and make informed, risk-aware decisions under pressure.
You manage multiple tasks and incident types with different urgency levels (e.g., critical, urgent, upcoming), and consistently maintain high availability to provide support.
You work effectively with colleagues across different geographies, even when interests or priorities may not always align.
You’re an excellent communicator, both in writing and during calls or virtual meetings, able to convey complex ideas simply and effectively.
The ability to make and receive calls with colleagues and stakeholders is essential for this role.

Hybrid — London, Cardiff, UK

£32,900 to £42,000 + Benefits
Flexible working hours and trust you to work enough hours to do your job well, at times that suit you and your team.
Learning budget of £1,000 a year for books, training courses and conferences
We will set you up to work from home; all employees are given Macbooks and for fully remote workers we will provide extra support for your work-from-home setup.
Plus lots more! Read our full list of benefits

This is a 9 Month Fixed Term Contract.
You will have a condensed four-day working week (37.50 hours) choosing your own start date between 6am-8am.
Your shifts are placed onto a 5 week rotation, working 1 in 5 weekends (Saturday & Sunday fixed hours of 8am-7pm).
The ability to make and receive calls with colleagues and stakeholders is essential for this role.
All employees are given Macbooks and for fully remote workers, extra support will be provided for work-from-home setup.

Monzo is hiring a Service Analyst, Workforce Management