Service Analyst, Workforce Management

📋 Description

• Analyse domain-specific datasets to identify patterns affecting service performance.
• Monitor real-time demand and performance to meet SLAs.
• Collaborate with Operations, Product, Risk and other teams to deliver insights.
• Work with domain's outsourced real-time teams to align on daily action plans and routing.
• Conduct deep dives to assess supply/demand and skill gaps; raise incidents when required.
• Communicate insights clearly to stakeholders and maintain intra-day support.

🎯 Requirements

• Solid background in workforce management with hands-on operational experience.
• Strong focus on service quality and customer experience drivers.
• Proficient in Google Sheets / Excel and Looker; basic BigQuery knowledge.
• Experience using live and historical data to identify trends.
• Ability to make risk-aware decisions under pressure.
• Excellent written and verbal communication; able to collaborate across geographies.

🎁 Benefits

• Condensed four-day week (37.5 hours) with flexible start dates.
• Remote-friendly with UK-wide distributed working.
• Macbooks provided and support for home-office setup.
• Learning budget of £1,000 per year for books, courses and conferences.
• Opportunity to grow and develop within Monzo's Customer Operations team.