Forecasting Analyst, Workforce Management

Were on a mission to make money work for everyone.Were waving goodbye to the complicated and confusing ways of traditional banking.After starting as a prepaid card our product offering has grown a lot in the last 10 years in the UK. As well aspersonal and business bank accounts we offer joint accounts accounts for 16-17 year olds a free kids account and credit cards in the UK with more exciting things to come beyond. Our UK customers can also save invest andcombine their pensions with us.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 customersWere not about selling products - we want to solve problems and change lives through Monzo Hear from our UK team about what its like working at Monzo London Cardiff or UK Remote 32900 - 41675 Benefits Hear from the team Our Workforce Management teamAs a Forecast Analyst within the Workforce Management (WFM) team youll 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 a constantly evolving environment your adaptability to change and proactive approach will be crucial to optimising operational efficiency and service levels within your domain.Youll play a key role by...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. Youll 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. Wed love to hear from you ifYou have experience of working within in a workforce management teamYoure proficient in using Google Sheets / Excel to create models visualisations and reports that inform domain-specific decision-makingYoure comfortable with data querying tools e.g. SQL. Familiarity with Anaplan and Verint is a plusYou 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 modellingYouve a proactive and organised approach keen to learn new systems and adapt to changing business needsYou work well with others based in varied different geographical locations with common or conflicting interests and prioritiesYoure 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.Youre confident in taking and making to colleagues and stakeholders.Not ticking every box Thats totally okay Studies show that women and people of colour might hesitate to apply unless they meet every single requirement. At Monzo were dedicated to creating a diverse and welcoming team. If youre passionate about this role and keen to learn and grow with us we encourage you to apply even if you dont have everything thats listed just yet. Drop us your application wed love to hear from youWhats in it for you32900 - 41675 share options.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.1000 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. Plus lots more Read our full list of benefits. The application journey has 4 key stepsApplication questionsRecruiter callTake home taskRole specific & values interviewThis process should take around 2-3 weeks - your schedule is really important to us so we promise to be as flexible as possibleWe have some guidelines on using Artificial Intelligence (AI) to ace an application and interview at Monzo. You can read them here.Youll hear from us throughout the application process but if youve got any questions please reach out to You can also use this email address to let us know if theres anything we can do to make the process easier for you because of disability neurodiversity or anything else.Well 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 dont miss out.If youre successful in applying for this role well work with you to find a start date thats as early as possible. So that we can make sure things continue to run smoothly and our teams arent too stretched this might not always be as soon as expected. Well be sure communicate this with you and keep you updated.#LI-REMOTE #JIEqual opportunities for everyoneDiversity and inclusion are a priority for us and were making sure we have lots of support for all of our people to grow at Monzo. At Monzo were 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.Were 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 dont need full or birth names at application stage Required Experience:IC Key Skills Active Directory,Customer Service,End user,Access Points,Deskside Support,Windows,SCCM,Troubleshoot,User Accounts,Desktop,PC,Backup,Setup,hardware,Technical Support Employment Type : Full Time Experience: years Vacancy: 1 Monthly Salary Salary: 32900 - 41675