Workforce Analyst (Fintech)

TL;DR

Workforce Analyst (Fintech): Managing real-time contact center operations and resource planning for Marcus by hirify.global with an accent on intraday performance monitoring, schedule optimization, and data-driven reporting. Focus on ensuring service level adherence, coordinating responses to volume spikes, and providing actionable insights to improve operational efficiency.

Location: Onsite in Birmingham, United Kingdom

Company

hirify.global is a leading global investment banking, securities, and investment management firm providing digital banking solutions through its Marcus platform.

What you will do

• Lead real-time monitoring of schedule adherence and make rapid decisions to balance resources against call volumes.
• Manage complex intraday scenarios, including peak periods and unexpected volume spikes.
• Produce monthly reports on key performance metrics such as service levels, AHT, and agent productivity.
• Create and optimize employee schedules to ensure effective coverage and compliance.
• Act as a senior point of reference for Workforce Specialists and deputize for the Workforce Manager.
• Interpret data trends to provide recommendations for improving operational efficiency.

Requirements

• Minimum 1 year of experience in a workforce or real-time monitoring role within a contact center.
• Proficiency in Microsoft Excel.
• Strong understanding of contact center metrics like AHT, ASA, and shrinkage.
• Exceptional communication and stakeholder management skills.
• Ability to work independently in a fast-paced environment.

Nice to have

• Experience with Verint Workforce systems.
• Experience in a retail banking environment.

Culture & Benefits

• Opportunities for professional and personal growth through training and development programs.
• Access to firmwide networks and wellness offerings.
• Commitment to diversity, inclusion, and reasonable accommodations for candidates with disabilities.
• Work within a global firm with over 150 years of financial expertise.