Workforce Management Service Analyst
Workforce Management Service Analyst
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Job Description
Were on a mission to make money work for everyone.
Were 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 aspersonal 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 andcombine 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!
Were not about selling products - we want to solve problems and change lives through Monzo
London Cardiff or Remote in the UK 32900 to 41675 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 youll 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 a constantly evolving environment your proactive approach and adaptability to change will be crucial to enhancing operational efficiency and customer satisfaction within your domain.
Youll play a key role providing
- Data Analysis & Insights: Youll 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.
- Continuous Improvement: Youll work within your allocated domain to continuously strive for improved SLAs and identify seasonality trends that might affect performance. Youll regularly evaluate service processes and make adjustments and enhancements to improve results.
- Collaboration: Youll 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. Youll also collaborate with WFM Analyst and Forecast Analyst to meet queue specific requirements.
- Real-time Operations & System Management: You will work with your domains 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.
- Service Performance Monitoring & Incident Handling: Youll conduct deep dives to identify issues between supply/demand at all intervals and skilling gaps where your domain is misaligned with the operation. Youll assess the service impact of proposals and changes due to be implemented in your domain. Youll be responsible for raising and responding to incidents when required providing regular updates and escalating if and when required.
Wed love to hear from you if you have
- Workforce Management Expertise You have a solid background in workforce management with hands-on experience supporting operational teams and improving performance.
- Service Delivery Focus You care deeply about service quality and understand the key drivers that contribute to delivering great customer experiences.
- Data & Reporting Skills Youre 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.
- Analytical Thinking Youre experienced in working with both live and historical data to identify trends investigate issues and clearly communicate insights to stakeholders including senior leadership.
Risk-Based Decision Making You can assess situations with broad customer impact and make informed risk-aware decisions under pressure. - Prioritisation & Multitasking You manage multiple tasks and incident types with different urgency levels (e.g. critical urgent upcoming) and consistently maintain high availability to provide support.
- Collaborative Approach You work effectively with colleagues across different geographies even when interests or priorities may not always align.
Clear Communication Youre an excellent communicator both in writing and during calls or virtual meetings able to convey complex ideas simply and effectively. - Comfortable with Calls: The ability to make and receive calls with colleagues and stakeholders is essential for this role.
Important information about your working hours: You will have a condensed four-day working week with fixed start times of 8am and finish times of 7pm. Your shifts are placed onto a 5 week rotation working 1 in 5 weekends (Saturday & Sunday).
Not ticking every box Thats totally okay! Studies show that women and people of colour might hesitate to apply unless they meet every single requirement. At Monzo were dedicated to creating a diverse and welcoming team. If youre passionate about this role and keen to learn and grow with us we encourage you to apply even if you dont have everything thats listed just yet. Drop us your application wed love to hear from you!
The Application & Interview process:
Our interview process involves 4 main stages:
- Application Questions
- Recruiter Call
- Take Home Task
- 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 Please also use that email to let us know if theres anything we can do to make your application process easier for you because of disability neurodiversity or any other personal reason.
Whats in it for you...
32900 to 41675 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 1000 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 were making sure we have lots of support for all of our people to grow at Monzo. At Monzo were 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.
Were 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 dont need full or birth names at application stage
Required Experience:
IC
Employment Type
Full Time
