Forecasting Analyst, Workforce Management

London

We’re on a mission to make money work for everyone.

We’re waving goodbye to the complicated and confusing ways of traditional banking.

With our hot coral cards and get-paid-early feature, combined with financial education on social media and our award winning customer service, we have a long history of creating magical moments for our customers!

We’re not about selling products - we want to solve problems and change lives through Monzo ️

As a Forecast Analyst within the Workforce Management (WFM) team, you'll be instrumental in generating accurate short, medium, and long-term forecasts for contact volumes and staffing needs across various channels and operations within your specific domain. Your role will involve ensuring business objectives are achieved through the proficient management of forecasting models, cooperative planning, and effective communication. In a constantly evolving environment, your adaptability to change and proactive approach will be crucial to optimising operational efficiency and service levels within your domain.

• Analysing datasets specific to your domain, identifying patterns and trends to provide key forecasting insight to domain stakeholders. You will also proactively incorporate detailed knowledge of business changes, product lifecycle activity, and trading events into optimised forecasts for your domain.
• Working within your domain to continuously improve forecasting accuracy and models, and refine data sources to enhance precision. You will also monitor and report on forecasting Key Performance Indicators (KPIs) for your domain, taking ownership of individual forecast accuracy.
• Collaborating with Operations, Product, Risk teams, Change partners, and domain analysts to deliver accurate forecasts and data-driven support. You will build and maintain good relationships with Team Managers and Operations Managers to ensure they are supported with intra-day needs. You'll also collaborate with WFM Analyst and Service Analyst to meet queue specific requirements.
• Developing and maintaining precise short, medium, and long-term forecasts for contact volumes and staffing requirements for your domain. This includes establishing, managing, and refining statistical forecasting models, primarily in Google Sheets, ensuring Anaplan is kept up to date for forecast accuracy.
• Reporting on all Verint queues related to your domain and perform ad-hoc analyses, including maintaining intraday patterns on WFM platforms and processing FCRs efficiently. You will ensure Verint queues for your domain are reviewed and documented in a timely fashion, and manage wait times effectively per service area, while also ensuring deadlines are met for FCR impact assessments and forecast implementation for your domain.
• You have experience of working within a workforce management team
• You're proficient in using Google Sheets / Excel to create models, visualisations and reports that inform domain-specific decision-making
• You’re comfortable with data querying tools e.g. SQL. Familiarity with Anaplan and Verint is a plus
• You can demonstrate a strong understanding of WFM metrics such as Average Handle Time (AHT), turns, reachouts, pausing, and overall productivity, applying this knowledge to supply and demand modelling
• You’ve a proactive and organised approach, keen to learn new systems and adapt to changing business needs
• You work well with others, based in varied different geographical locations, with common or conflicting interests and priorities
• You’re an excellent communicator in writing and on calls/virtual meetings, able to present complex data clearly and work effectively with teams like Operations, Product, and Risk.
• You're confident in taking and making to colleagues and stakeholders.

Not ticking every box? That’s totally okay! Studies show that women and people of colour might hesitate to apply unless they meet every single requirement. At Monzo, we’re dedicated to creating a diverse and welcoming team. If you’re passionate about this role and keen to learn and grow with us, we encourage you to apply— even if you don’t have everything that's listed just yet. Drop us your application, we’d love to hear from you!

What’s in it for you

We offer flexible working hours and trust you to work enough hours to do your job well, and at times that suit you and your team.

£1,000 learning budget each year to use on books, training courses and conferences.

We will set you up to work from home; all employees are given Macbooks and for fully remote workers we will provide extra support for your work-from-home setup.

The application journey has 4 key steps

• Take home task
• Role specific & values interview

This process should take around 2-3 weeks - your schedule is really important to us, so we promise to be as flexible as possible!

We have some guidelines on using Artificial Intelligence (AI) to ace an application and interview at Monzo. You can read them here.

You’ll hear from us throughout the application process, but if you’ve got any questions, please reach out to hiring@monzo.com. You can also use this email address to let us know if there’s anything we can do to make the process easier for you because of disability, neurodiversity or anything else.

We’ll only close this role once we have enough applications for the next stage. Please submit your application as soon as possible to make sure you don’t miss out.

If you’re successful in applying for this role, we’ll work with you to find a start date that’s as early as possible. So that we can make sure things continue to run smoothly and our teams aren’t too stretched, this might not always be as soon as expected. We’ll be sure communicate this with you and keep you updated.

#LI-REMOTE#JI

Equal opportunities for everyone

Diversity and inclusion are a priority for us and we’re making sure we have lots of support for all of our people to grow at Monzo. At Monzo, we’re embracing diversity by 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 , 2024 Diversity and Inclusion Report and 2024 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.

If you have a preferred name, please use it to apply. We don't need full or birth names at application stage

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