Remote | £28,000 + Benefits

About us:

We're here to make money work for everyone and we're doing things differently. For too long, banking has been obtuse, complex and opaque.

We want to change that and build a bank with everyone, for everyone. Our amazing community suggests features, test the app and give us constant feedback so we can build something everyone loves.

We're focused on solving problems, rather than selling financial products. We want to make the world a better place and change people's lives through Monzo.

Monzo aspires to offer a world-class, effortless level of customer service, that's so good you'll want to tell your friends; to do this, Monzo needs a team of world-class real time analysts to support our COps in making this happen for our customers. RTA's monitor service across Operations on a day-to-day basis, making data-led decisions to make sure we have the right COps in the right places at the right times for our customers. They work closely with the wider Workforce Management team to provide timely and detailed feedback from their daily experience which helps inform and improve service for customers, and schedules for COps.

The Role:

As a Real Time Analyst you will play a key part in assisting with the schedule adherence and occupancy metric of our busy Contact Centre. From using your logical mindset and conducting regular reviews of the platform you'll be able to identify where individual COps may be experiencing difficulty and need additional support from their Team Leader.

To ensure we meet customer demand, you will also be responsible for using data and insight to schedule workforce planning using looker alongside a variety workforce planning tools. You will analyse daily workloads and allocate resources as appropriate, identifying intervals where there is consistent overstaffing or understaffing and report inefficiencies to the wider Planning Cycle.

Day to day you will monitor and report on colleague performance, process holiday requests based upon the allowance rules and support the Real Time Manager in regular meetings to discuss current plans and concerns for the week ahead. As well as this you will have accountability for watching real time queues and switching resources to minimise availability.

Responsibilities:

• Create and maintain a workforce planning/optimisation solution for Operations
• Analyse variances in actual vs forecast performance. Feeding back learning into re-forecasting and sharing findings to drive performance improvements and KPI/SLA achievement.
• Undertake root cause analysis where service issues arise, make recommendations to stakeholders to mitigate future re-occurrence.
• Work with stakeholders across the business to identify potential peaks and troughs in workload volumes or resources to reduce risk and impact to customer service and operational costs.
• Intraday management and response plan implementation to ensure schedule adherence, respond to unplanned call, staffing, and handle time variances.
• Perform time-off management responsibilities reporting exceptions to Squad Captains.
• Provide trend analysis and feedback to the Resource Planning Manager to improve call, handle time, and shrinkage forecasts
• Call queue/dashboard monitoring of unplanned shrinkage, and reason code statuses to maintain KPI's.
• Work with internal and external managers and team leaders to optimise use of resources in real time, making changes to routing of tasks and activities.
• Presentation of data and information to direct managers and telling a story from this confidently. Producing reporting and analysis on the spot.

The Person:

• Experience with a Workforce Management system and telephony applications. Working with telephony systems, particularly being involved in the design, set up and management of such systems. (Verint experience desired)
• Experience in data collation/reporting/presentation & root cause analysis.
• Capability to perform under pressure and time constraints, highly driven and passionate.
• Excellent communication skills and stakeholder management.
• Baseline knowledge of forecasting/scheduling and MI.
• Strong analytical and problem solving skills. - Strong attention to detail.
• Experience of workflow management systems in a multi-function and multi-channel contact centre environment
• Understanding of contact metrics and the impact scenarios can have one these, what AHT is made up of, in centre and out of centre shrinkages, average speed to answer, abandonment rates, SLA%, variance to forecast.

The Interview Process:

Our interview process involves 2 stages:

• Application screening process
• Two interviews - Role Specific and Values

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 process but if you

do have any specific questions ahead of this please contact us on ops-hiring@monzo.com

What's in it for you:

£28,000➕ plus stock options & benefits

Remote/Work from Home

Learning budget of £1,000 a year for books, training courses and conferences

➕And much more, see our full list of benefits here

Equal Opportunity Statement

We are actively creating an equitable environment for every Monzonaut to thrive.

Diversity and inclusion are a priority for us and we are making sure we have lots of support for all of our people to grow at Monzo. At Monzo, embracing diversity in all of its forms and 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, 2021 Diversity and Inclusion Report and 2021 Gender Pay Gap Report.

We're 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.

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