Service Analyst, Workforce Management
Monzo🚀 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 ❤️
London, Cardiff or Remote in the UK 🇬🇧 | 💰 £32,900 - £42,000 + Benefits
🚀 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 Service Analyst, you'll be instrumental in optimising service delivery and ensuring efficient staffing for customer operations within your specific domain. Your role will involve managing real-time customer demand and 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.
This is a 9 Month Fixed Term Contract.
🔑You’ll play a key role by providing...
- You'll analyse datasets specific to your domain, identifying patterns and trends related to service performance. You will also proactively identify trends that might affect performance in your domain.
- You'll work within your allocated domain to continuously strive for improved SLAs and identify seasonality trends that might affect performance. You'll regularly evaluate service processes and make adjustments and enhancements to improve results.
- You'll work closely with Operations, Product, Risk teams, Change partners, and domain analysts to deliver accurate service insights and support. You will build and maintain good relationships with Team Managers and Operations Managers to ensure they are supported with intra-day needs. You'll also collaborate with WFM Analyst and Forecast Analyst to meet queue specific requirements.
- You will work with your domain's outsourced real-time teams to align on daily action plans and ensure understanding of performance or volume trends. You will manage task views, routing and short-term Verint changes, ensuring work goes to the right person at the right time.
- You'll conduct deep dives to identify issues between supply/demand at all intervals and skilling gaps where your domain is misaligned with the operation. You'll assess the service impact of proposals and changes due to be implemented in your domain. You’ll be responsible for raising and responding to incidents when required, providing regular updates and escalating if and when required.
🤩We’d love to hear from you if…
- 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 deliveri
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