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Workforce Management Analyst

Cardiff, London or Remote (UK)

🚀 We’re on a mission to make money work for everyone.

We’re waving goodbye to the complicated and confusing ways of traditional banking.

After starting as a prepaid card, our product offering has grown a lot in the last 10 years in the UK. As well as personal and business bank accounts, we offer joint accounts, accounts for 16-17 year olds, a free kids account and credit cards in the UK, with more exciting things to come beyond. Our UK customers can also save, invest and combine their pensions with us. 

With our hot coral cards and get-paid-early feature, combined with financial education on social media and our award winning customer service, we have a long history of creating magical moments for our customers!

We’re not about selling products - we want to solve problems and change lives through Monzo ❤️

Hear from our UK team about what it's like working at Monzo ✨

 

📍 London, Cardiff or Remote in the UK | 💰 £32,900 to £41,675 + Benefits | Hear from the team 

🚀 Our Workforce Management Team: 

The Workforce Management team is essential to the success of our Customer Operations. We are responsible for ensuring we have the right people in the right place at the right time to support our customers. 

As a Workforce Management Analyst, you'll be instrumental in optimising service delivery and ensuring efficient staffing for customer operations within your specific domain. Your role will involve operational configuration and set-up, managing shifts plans, real-time performance, identifying trends, and collaborating to maintain high service levels. In a constantly evolving environment, your proactive approach and adaptability to change will be crucial to enhancing operational efficiency and customer satisfaction within your domain.

🔑 You’ll play a key role providing…

    • Data Analysis & Insights: You'll analyse datasets specific to your domain, identifying patterns and trends on resources. You will also proactively identify trends that might affect performance in your domain.
    • Continuous Improvement: You'll work within your allocated domain to continuously improve schedule quality, shift offerings, and reduce errors. You'll regularly evaluate WFM processes and make adjustments and enhancements to improve results.
    • Collaboration: You'll work closely with Operations, Product, Risk teams, Change partners, and domain analysts within your domain to ensure WFM processes run smoothly, supporting their needs for accurate resource management and staffing levels. You will build and maintain good relationships with Team Managers and Operations Managers to ensure they are supported with leave types; intra-day and longer term. You'll also collaborate with Service Analyst and Forecast Analyst to meet Verint queue requirements.
    • Shift Offering & Optimisation: You'll create and review shift offerings to support the growth of the business within your domain and ensure we're able to improve our flexible working employee rating. This includes domain level planning eg. Holiday Planning, and regular administrative tasks to process COp level requirements eg. Flexible Working Requests.
    • Verint Backend Configuration: You'll manage mappings, service goals, and overall Verint backend configuration and set up for your domain.

🤩 We'd love to hear from you if you have...

  • Experience in Workforce Management: You have a solid background in workforce management, with hands-on experience contributing to effective planning, scheduling, and operational efficiency.
  • Passion for Scheduling Accuracy: You care deeply about scheduling accuracy and understand all the components that contribute to its success.
  • Technical Proficiency in WFM Tools: You're proficient in using workforce management software and tools, we currently use Verint. Experience with this particular tool is useful. 
  • Advanced Spreadsheet Skills: You have expertise in Google Sheets and/or Excel, including creating advanced formulas, pivot tables, and performing detailed data analysis.
  • Strong Analytical Abilities: You possess strong data analysis skills to identify trends, conduct deep dives, and provide actionable insights.
  • Knowledge of BI Tools: You understand business intelligence and visualisation tools such as Looker, BigQuery, and SQL.
  • Collaborative Team Player: You work well with colleagues across different locations and time zones, managing common and conflicting priorities effectively.
  • Excellent Communicator: You communicate clearly and professionally in writing and during virtual meetings with peers and management.
  • Comfortable with Calls: The ability to make and receive calls with colleagues and stakeholders is essential for this role. 

Not ticking every box? That’s totally okay! Studies show that women and people of colour might hesitate to apply unless they meet every single requirement. At Monzo, we’re dedicated to creating a diverse and welcoming team. If you’re passionate about this role and keen to learn and grow with us, we encourage you to apply— even if you don’t have everything that's listed just yet. Drop us your application, we’d love to hear from you!

🌈 The Application & Interview process:

Our interview process involves 4 main stages: 

  1. Application Questions
  2. Recruiter Call 
  3. Take Home Task
  4. Role Specific Interview

Our average process takes around 2-3 weeks but we will always work around your availability. You will have the chance to speak to our recruitment team at various points during your hiring process, but if you do have any specific questions before this please contact jadeinskip@monzo.com. Please also use that email to let us know if there's anything we can do to make your application process easier for you, because of disability, neurodiversity or any other personal reason.

💰 £32,900 to £41,675 ➕ plus stock options & benefits 

📍This role can be based in our London office, Cardiff office or distributed working within the UK. 

⏰ We offer 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. 

➕ And much more, see our full list of benefits here

Please note we will only close this role once we have enough applications for the next stages. Please submit your application asap to avoid any disappointment. 

We have some guidelines on using Artificial Intelligence (AI) to ace an application and interview at Monzo. You can read them here.

#LI-REMOTE #LI-JI

Equal opportunities for everyone

Diversity and inclusion are a priority for us and we’re making sure we have lots of support for all of our people to grow at Monzo. At Monzo, we’re embracing diversity by fostering an inclusive environment for all people to do the best work of their lives with us. This is integral to our mission of making money work for everyone. You can read more in our blog, 2024 Diversity and Inclusion Report and 2024 Gender Pay Gap Report.

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.

If you have a preferred name, please use it to apply. We don't need full or birth names at application stage 😊

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Our goal at Monzo is to make money work for everyone. To do that, working at Monzo must work for everyone. We want to create an equitable, engaged and innovative workplace which gives people from all backgrounds the support they need to thrive and grow. 

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