Overview

Forecasting Analyst, Workforce Management — London

We’re on a mission to make money work for everyone. We’re simplifying banking and delivering value through Monzo products, customer service, and education. This role is focused on generating accurate short, medium, and long-term forecasts for contact volumes and staffing needs across channels within your domain, and ensuring business objectives are achieved through forecasting models, planning, and clear communication.

Responsibilities

• Analyze domain-specific datasets to identify patterns and trends, providing forecasting insights to domain stakeholders. Incorporate knowledge of business changes, product lifecycle activity, and trading events into optimised forecasts.
• Continuously improve forecasting accuracy and data sources within your domain. Monitor and report on forecasting KPIs, owning forecast accuracy.
• Collaborate with Operations, Product, Risk, Change partners, and domain analysts to deliver accurate forecasts and data-driven support. Build relationships with Team Managers and Operations Managers to support intra-day needs. Partner with WFM Analysts and Service Analysts to meet queue requirements.
• Develop and maintain short, medium, and long-term forecasts for contact volumes and staffing, establishing and refining statistical models. Manage and update Anaplan to ensure forecast accuracy.
• Report on Verint queues related to your domain and perform ad-hoc analyses, including intraday pattern maintenance on WFM platforms and processing FCRs efficiently. Review and document Verint queues and manage wait times per service area, ensuring timely forecast implementation and FCR impact assessments.
• Demonstrate experience working within a workforce management team and proficiency in using Google Sheets / Excel to create models, visualisations, and reports for domain-specific decision-making.
• Apply knowledge of WFM metrics (e.g., AHT, turns, reachouts, pausing, productivity) to supply and demand modelling. Communicate clearly with Operations, Product, and Risk teams.
• Be proactive and organised, keen to learn new systems and adapt to changing business needs. Collaborate effectively with colleagues across different geographical locations.

Qualifications

• Experience in a workforce management environment and with forecasting tools (e.g., Google Sheets/Excel; SQL; Anaplan and Verint familiarity a plus).
• Strong understanding of WFM metrics and how they influence capacity planning and service levels.
• Excellent written and verbal communication skills; ability to present complex data clearly to cross-functional teams.

What’s in it for you

• Flexible working hours with trust to meet job requirements and team needs.
• £1,000 learning budget annually for books, training, and conferences.
• Remote-friendly setup with Macbooks provided; additional support for home setup for fully remote workers.

Application and Diversity

The application journey has 4 key steps: take-home task, role-specific and values interview, and a process that typically takes 2–3 weeks. We support applicants through questions and provide guidance on AI usage in applications. For accessibility or disability considerations, contact hiring@monzo.com.

We’re an equal opportunity employer and are committed to diversity and inclusion. All applicants will be considered without regard to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, veteran status, neurodiversity, or disability status. If you have a preferred name, please use it when applying.

Identity survey

Monzo collects demographic data to improve diversity and inclusion. Participation is voluntary and anonymous to Monzo; responses are used only in aggregated form for monitoring and improvement purposes. By filling out the survey you agree to allow collection and processing of your responses for these purposes and to make any necessary adjustments to the hiring process.

If you would like to discuss any adjustments or need support, please email us.

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