Service Analyst, Workforce Management
New
M
MonzoFintech / Banking
London, Cardiff or Remote (UK)ContractMiddle
Salary£32,900 - £42,000 + Incentive Awards tied to your performance
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Job Details
- Required Skills
- Data AnalysisMicrosoft ExcelGoogle SheetsBigQueryLooker
Requirements
- Solid background in workforce management with hands-on experience supporting operational teams.
- Understanding of key service quality drivers and customer experience impacts.
- Proficiency in Google Sheets and Excel.
- Proficiency in Looker for creating visualizations and reports.
- Basic understanding of BigQuery.
- Experience working with live and historical data to identify trends and communicate insights.
- Ability to assess situations with broad customer impact and make risk-aware decisions under pressure.
- Ability to manage multiple tasks and incidents with varying urgency levels.
- Excellent communication skills for both written and verbal interaction.
- Availability for a condensed four-day working week, including 1 in 5 weekends.
Responsibilities
- Analyze domain-specific datasets to identify service performance patterns and trends.
- Continuously improve SLAs and evaluate service processes for operational enhancements.
- Collaborate with Operations, Product, Risk, and Change partners to deliver service insights.
- Partner with Team Managers and Operations Managers to support intra-day needs.
- Coordinate with outsourced real-time teams to align on daily action plans and performance trends.
- Manage task views, routing, and short-term Verint changes.
- Conduct deep dives to identify supply/demand gaps and address skilling misalignments.
- Respond to and escalate operational incidents when required.
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