Monzo is looking for a Workforce Management Service Analyst to be instrumental in optimizing service delivery and ensuring efficient staffing for customer operations. You'll work within a specific domain, managing real-time demand and performance, identifying trends, and collaborating widely to maintain high service levels.
What You'll Do
- Analyze domain-specific datasets to identify patterns and trends related to service performance.
- Proactively spot trends that might affect performance within your domain.
- Continuously strive for improved SLAs and identify seasonality trends.
- Regularly evaluate service processes to make adjustments and enhancements.
- 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 support their intra-day needs.
- Collaborate with WFM and Forecast Analysts 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 to ensure work goes to the right person at the right time.
- Conduct deep dives to identify issues between supply/demand and skilling gaps.
- Assess the service impact of proposals and changes due for implementation in your domain.
- Raise and respond to incidents when required, providing regular updates and escalating as needed.
What We're Looking For
- A solid background in workforce management, with hands-on experience supporting operational teams and improving performance.
- Deep care about service quality and understanding of key drivers for great customer experiences.
- Proficiency in Google Sheets / Excel and Looker, with the ability to create insightful visualizations and reports.
- A basic understanding of BigQuery.
- Experience working with both live and historical data to identify trends, investigate issues, and clearly communicate insights to stakeholders, including senior leadership.
- Ability to assess situations with broad customer impact and make informed, risk-aware decisions under pressure.
- Ability to manage multiple tasks and incident types with different urgency levels while consistently maintaining high availability.
- Proven ability to work effectively with colleagues across different geographies, even when interests or priorities may not align.
- Excellent communication skills, 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.
Technical Stack
- Google Sheets
- Excel
- Looker
- BigQuery
- Verint
Team & Environment
You will be part of the Workforce Management team, which is essential to the success of Customer Operations at Monzo.
Benefits & Compensation
- Compensation: £32,900 to £41,675
- Stock options & benefits
- Flexible working hours
- Learning budget of £1,000 a year for books, training courses, and conferences
- Work from home setup provided; all employees are given Macbooks
Work Mode
This is a hybrid role open to candidates working from our offices in London or Cardiff, or remotely within the UK.
We’re an equal opportunity employer. All applicants will be considered for employment without attention to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, or veteran, neurodiversity or disability status.
