Senior Workforce Management Analyst
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Job Description
Senior Workforce Management Analyst using data, forecasting, and scheduling to staff Monzo’s UK digital banking operations. Improving workforce efficiency, automation, and customer service.
Responsibilities:
- Prepare clear, concise, actionable executive-level reports and presentations on WFM performance, trends, and resource requirements
- Analyse large datasets, identify patterns and trends, and communicate insights to stakeholders using Google Sheets and Looker
- Create and review shift offerings to support business growth and improve flexible-working employee ratings
- Demonstrate the operational impact of supply and demand for potential shift-pattern changes across required domains
- Collaborate with forecasting, People, Operations, WFM data, Hiring, and L&D teams to improve schedule quality, shift offerings, and schedule accuracy
- Ensure holiday utilisation remains within budget and expected quarterly levels, accounting for seasonality
- Investigate schedule issues, reduce manual amendments, and increase schedule automation per domain
- Manage mappings, service goals, and Verint backend configuration and setup
- Translate workforce-management findings into actionable strategies for senior leaders
Requirements:
- Demonstrable experience in workforce management, ideally in a fast-paced, high-growth environment such as technology, customer support, or operations
- Expertise in WFM software and tools; Verint experience preferred
- Strong proficiency in Google Sheets, including advanced formulas, pivot tables, and data analysis
- Experience presenting complex data to executive leadership and influencing decision-making through clear, strategic communication
- Excellent analytical skills, including synthesising data, identifying trends, and translating insights into actionable strategies
- Ability to work autonomously, manage multiple priorities, and thrive in a dynamic environment
- Familiarity with Looker, basic knowledge of BigQuery, or experience with scenario planning, resource modelling, and strategic capacity planning is a bonus
Benefits:
- Flexible working hours
- £1,000 learning budget each year for books, training courses and conferences
- MacBook provided to all employees
- Extra support for fully remote workers’ work-from-home setup
- Additional benefits listed by Monzo
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