📍London, Cardiff or UK Remote | 💰£32,900 - £41,675 +  Benefits | Hear from the team ✨

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⭐Our Workforce Management team

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As a Forecast Analyst within the Workforce Management (WFM) team, you'll 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 communication. In a constantly evolving environment, your adaptability to change and proactive approach will be crucial to optimising operational efficiency and service levels within your domain.

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🔑You’ll 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. You'll 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.

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🤩 We’d love to hear from you if…

• You have experience of working within in a workforce management team
• You're proficient in using Google Sheets / Excel to create models, visualisations and reports that inform domain-specific decision-making
• You’re comfortable with data querying tools e.g. SQL. Familiarity with Anaplan and Verint is a plus
• You 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 modelling
• You’ve a proactive and organised approach, keen to learn new systems and adapt to changing business needs
• You work well with others, based in varied different geographical locations, with common or conflicting interests and priorities
• You’re 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.
• You're confident in taking and making to colleagues and stakeholders.

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Not ticking every box? That’s totally okay! Studies show that women and people of colour might hesitate to apply unless they meet every single requirement. At Monzo, we’re dedicated to creating a diverse and welcoming team. If you’re passionate about this role and keen to learn and grow with us, we encourage you to apply— even if you don’t have everything that's listed just yet. Drop us your application, we’d love to hear from you!

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🙌What’s in it for you

💰£32,900 - £41,675 ➕ 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.

📚£1,000 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.

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🌈 The application journey has 4 key steps

• Application questions
• Recruiter call
• Take home task
• Role specific & values interview

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This process should take around 2-3 weeks - your schedule is really important to us, so we promise to be as flexible as possible!

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We have some guidelines on using Artificial Intelligence (AI) to ace an application and interview at Monzo. You can read them here.

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You’ll hear from us throughout the application process, but if you’ve got any questions, please reach out to hiring@monzo.com. You can also use this email address to let us know if there’s anything we can do to make the process easier for you because of disability, neurodiversity or anything else.

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We’ll 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 don’t miss out.

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If you’re successful in applying for this role, we’ll work with you to find a start date that’s as early as possible. So that we can make sure things continue to run smoothly and our teams aren’t too stretched, this might not always be as soon as expected. We’ll be sure communicate this with you and keep you updated.

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