Workforce Management (WFM) Analyst

Were Capital on Tap
Capital on Tap started because small businesses were underserved. Big banks were slow their products werent fit for purpose and small business owners often couldnt access what they needed. We set out to fix that.

Today were a financial platform - not just a credit card company. We offer a best-in-class business credit card SME-focused spend management platform a savings product that hit 1 billion in funds within its first year and a growing suite of tools and financial products that make running a small business easier.

1000 employees 20bn in annual card spend 200000 customers 17000 Trustpilot reviews averaging 4.7 stars and were profitable. Weve done a pretty good job so far but were just getting started!

Cardiff Hybrid - 3 days a week in the office. The first 6-12 weeks will be 5 days a week in the office while you get set in your new role.

Support Services - Customer Operations
Our Support Services team are the back office operations for all of our Customer Operations team (300 people). Its where all of the planning and analysis happens to make sure we have the right people in the right place at the right time for our customers to give them the help they need.

What Youll Be Doing

Real-Time Management (Reactive & Intraday):

• Monitor Live Queues: Track real-time contact volumes handle times and service level metrics across all channels.
• Execute Intraday Adjustments: Dynamically move staff adjust break times and open/close skill sets to mitigate service drops.
• Manage Ad-Hoc Sickness: Log unplanned absences on the day and immediately re-forecast staff requirements.

Scheduling & Planning (Proactive):

• Generate Schedules: Create and distribute baseline schedules shifts and patterns aligned with requirements.
• Optimise Resources: Balance breaks lunches meetings training and 1-to-1 sessions against the intraday curve.
• Manage Shrinkage: Process and approve annual leave sickness and offline activities against maximum shrinkage thresholds.
• Maintain Database: Ensure accurate employee profile mapping working hours skills and proficiencies within the WFM software.

Reporting & Analysis:

• Performance Reviews: Deliver daily weekly and monthly reports comparing scheduled plans against actual delivery.
• Identify Trends: Call out schedule non-adherence patterns and behavior issues to operational team leaders.
• Root Cause Analysis: Explain missed SLA targets due to unexpected volume spikes or high offline time.

Our Values & Culture

• Just Pilot: We never settle for good enough. We pilot new ideas fast ask questions to figure it out and scale quickly.
• Why Not Today Fast is as slow as we go - speed and simplicity gives us a competitive advantage.
• Be a Buddy: We tap in from day one to help the team we do the right thing even if its hard.
• Owners and Dates: We dont chase people. If you own a task and agree to a date the expectation is that it gets done.
• Feedback: We want our employees to flourish so we regularly provide direct and constructive feedback.

Were Looking For

• Experience within a Resource Planning Team with prior use of Telephony Platforms and Workforce Management tools (Verint experience is desirable).
  
• Experience of supporting live performance within a contact centre environment.
  
• Proficient in using Excel / Google Sheets to analyse data and produce MI / Performance reports.
  
• Ability to provide clear insights and feedback to improve operational efficiency.
  
• Strong communication skills and the ability to share findings and collaborate with teams effectively.
  

Even if you dont have all of the necessary skills we still encourage you to apply.

Interview Process

• Stage 1: 30 minute call with a Talent Partner
• Stage 2: 60 minute interview with Service Delivery Manager

Diversity & Inclusion
We welcome consider and encourage applications from anyone who shares our commitment to inclusivity. Join us in creating a space where authenticity thrives and everyone can do their best work.

Great Work Deserves Great Perks
We try not to take ourselves too seriously (all the time) so we make sure our office is decked out with a pool table arcade machine beer tap and a couple of office dogs thrown in for good measure. Check out our benefits:

Private Healthcare including dental and opticians services through Vitality
Worldwide travel insurance through Vitality
Anniversary Rewards (-week fully paid sabbatical)
Salary Sacrifice Pension Scheme up to 7% match
Octopus EV Salary Sacrifice Scheme
28 days holiday (plus bank holidays)
Annual Learning and Wellbeing Budget
Enhanced Parental Leave
Cycle to Work Scheme
Season Ticket Loan
6 free therapy sessions per year
Dog Friendly Offices
Free drinks and snacks in our offices

Check out more of our benefits values and mission here.

Other Useful Info
Check out our Top Tips for interviewing.
Keep updated on new job opportunities by following us on Linkedin.
Email if you have any questions.

Excited to work here Apply!
If youd like to progress your career within our fast growing profitable fintech then click apply and we will aim to get back to you within 3 working days (during busy periods this could take up to 5 working days).

Other Info
Check out ourTop Tips for interviewing.
Keep updated on new job opportunities by following us on Linkedin.
Email if you have any questions.

Excited to work here Apply!
If youd like to progress your career within our fast growing profitable fintech then click apply and we will aim to get back to you within 3 working days (during busy periods this could take up to 5 working days.)