Real Time Analyst (Fintech)

TL;DR

Real Time Analyst (Fintech): Contributing towards achieving Service Level targets by balancing actual contacts with forecast and on-the-day activity with an accent on the use of Workforce Management (WFM) and Call Monitoring tools. Focus on providing clear insights and feedback to improve operational efficiency.

Location: Hybrid - 3 days a week in the Cardiff office. The first 6-12 weeks will be 5 days a week in the office.

Company

hirify.global provides an all-in-one business credit card & spend management platform that helps business owners save time and money, serving over 200,000 businesses across the world with the goal to help 1 million small businesses by 2030.

What you will do

• Contribute towards achieving Service Level targets by balancing actual contacts with forecast and on-the-day activity.
• Use Workforce Management (WFM) and Call Monitoring tools to ensure adherence to schedules.
• Use insights to make decisions on the move of staff between tasks/skillsets.
• Plan and schedule off-phone activities using WFM tools; also reporting absences and lateness, providing insights to the management team.
• Produce regular intra-day performance reports detailing KPI performance, as well as daily reports detailing previous day’s performance & potential impacts on the current day.
• Assist with production of rotas based on demand and making adjustments to plan as needed.

Requirements

• Experience within a Resource Planning Team with prior use of Telephony Platforms and Workforce Management tools.
• Experience of supporting “live performance” within a contact centre environment.
• Confident using Excel / Google sheets to analyse data and produce MI / Performance reports.
• Ability to provide clear insights and feedback to improve operational efficiency.
• Ability to prioritise workload.

Culture & Benefits

• Private Healthcare including dental and opticians services through Vitality and worldwide travel insurance.
• Anniversary Rewards (£250, £500, £750, 4-week fully paid sabbatical).
• Salary Sacrifice Pension Scheme up to 7% match and Octopus EV Salary Sacrifice Scheme.
• 28 days holiday (plus bank holidays) and an Annual Learning and Wellbeing Budget.
• Enhanced Parental Leave, Cycle to Work Scheme and Season Ticket Loan.
• 6 free therapy sessions per year, Dog Friendly Offices, Free drinks and snacks in our offices.

Hiring process

• Stage 1: 30 minute call with a Talent Partner
• Stage 2: 60 minute interview with Service Delivery Manager