Workforce Management (WFM) Analyst (Fintech)

TL;DR

Workforce Management (WFM) Analyst (Fintech): Planning and analyzing staffing requirements for customer operations to ensure optimal service levels with an accent on real-time queue monitoring and intraday adjustments. Focus on optimizing resource allocation, managing shrinkage, and delivering performance reports to improve operational efficiency.

Location: Hybrid in Cardiff (3 days/week in office; first 6-12 weeks 5 days/week)

Company

A financial platform providing business credit cards, spend management tools, and savings products for small businesses.

What you will do

• Monitor live queues and execute intraday adjustments to mitigate service drops and maintain SLAs.
• Generate baseline schedules and optimize the balance of breaks, meetings, and training against the intraday curve.
• Manage staff shrinkage, including the processing of annual leave, sickness, and offline activities.
• Maintain the WFM software database, ensuring accurate employee profile mapping and skill proficiencies.
• Produce daily, weekly, and monthly MI reports to identify performance trends and root causes of missed targets.

Requirements

• Experience within a Resource Planning team in a contact center environment.
• Proficiency with Telephony Platforms and Workforce Management tools.
• Advanced skills in Excel or Google Sheets for data analysis and performance reporting.
• Ability to provide clear operational insights and collaborate effectively with team leaders.

Nice to have

• Experience with Verint WFM software.

Culture & Benefits

• Comprehensive health benefits including private healthcare, dental, and opticians via Vitality.
• Generous leave: 28 days holiday plus bank holidays and a 4-week fully paid sabbatical.
• Financial perks: Salary sacrifice pension match up to 7% and Octopus EV scheme.
• Professional growth: Annual learning and wellbeing budget.
• Office culture: Dog-friendly environment with a pool table, arcade machine, and free snacks.

Hiring process

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