Workforce Management Service Analyst - Remote

Overview

The Workforce Management Service Analyst plays a key role in optimizing service delivery and ensuring efficient staffing for customer operations at Monzo. You will be responsible for managing real-time customer demand and performance, identifying trends, and collaborating to maintain high service levels.

In Short

• Analyze datasets to identify patterns and trends related to service performance.
• Continuously strive for improved SLAs and evaluate service processes.
• Collaborate with various teams to deliver accurate service insights.
• Manage real-time operations and system management for optimal performance.
• Conduct deep dives to identify issues in service supply/demand.
• Assist in raising and responding to incidents as required.
• Work effectively with colleagues across different geographies.
• Communicate complex ideas clearly and effectively.
• Adapt to changes in a fast-paced environment.
• Participate in a condensed four-day working week with fixed hours.

Requirements

• Solid background in workforce management.
• Experience in service delivery and customer experience.
• Proficient in Google Sheets, Excel, and Looker.
• Analytical thinking with live and historical data.
• Ability to prioritize and multitask effectively.
• Excellent communication skills, both written and verbal.
• Comfortable making and receiving calls.

Benefits

• Competitive salary with stock options.
• Flexible working hours.
• Learning budget of £1,000 per year.
• Support for remote work setup.
• Diversity and inclusion initiatives.