The deadline for application submission is October 27, 2024.
The role
The Workforce Management (WFM) Analyst will be focusing on building and assisting the forecast and capacity planning of multi-site teams based on service level needs. This role will help build workforce management models to match the specific needs of the merchant operations teams at GoCardless. The role will run WFM-specific projects including capacity planning, forecasting, evaluation of performance and demand, shrinkage across teams, staffing requirements, and creating and maintaining processes to manage and communicate this.
You’ll work closely with the operational managers across all Merchant Operations teams, scaling processes for all Customer, Fraud and Payments operations teams. You’ll be a strong communicator with experience in delivering change to various levels of stakeholders. You’ll have experience working in a similar industry and bring your knowledge to the GoCardless Tooling & Optimisation team, as we build a centralised WFM approach for the Operations teams.
What excites you
- Analysing the impact of demand volume, AHT, performance & shrinkage for staffing requirements across multi-channel and site needs (phone, email, chat)
- Understanding movements in operational FTE, joiner/movers/leavers, and the impact this has on service levels
- Understanding and modelling the points of flexibility in operational resource balancing, including overtime, flexible roster patterns and the use of overflow 3rd party capacity
- Building and maintaining operational forecast variance
- Providing accurate budget analysis based on actual vs. expected capacity deployed, and summarising impacts on unit cost and operational efficiency
- Advising operations Leaders on staffing needs and performance issues that are impacting service levels
- Working with our first-line Operations managers to create and manage schedules and shift patterns based on demand and agent availability
What excites us
- You have strong experience working on cross-departmental process-improvement initiatives and projects
- A working knowledge of scheduling & WFM tools, such as Tymeshift, Monday, Workday, NICE or similar and how these integrate with Zendesk and Bob
- You have excellent analysis, Excel and Google Sheets skills, and a good understanding of data visualisation tools (Looker & Zendesk Explore)
- You’re financially literate, able to work with Finance business partners to provide inputs to the annual planning & budgeting process
Salary range - the expected base salary range for this position is between €1,750 and €2150 (gross).
Base salary ranges may vary and are determined by things like geography, level of experience, interview assessment and seniority compared to fellow employees at GoCardless doing similar work. Please note that whilst we strive to offer competitive compensation, there is no guarantee that an offer will reach the upper limit of the stated range.
