Service Analyst, Workforce Management, 9 Months Fixed Term Contract

📋 Description

• Analyze domain datasets to spot trends in service performance.
• Identify seasonality trends to improve SLAs and capacity.
• Collaborate with Operations, Product, Risk and Change partners for insights.
• Align with outsourced real-time teams on daily action plans.
• Conduct deep dives to uncover supply/demand and skilling gaps.
• Communicate insights clearly to stakeholders and leadership.

🎯 Requirements

• Solid background in workforce management.
• Passionate about service quality and customer experiences.
• Proficient in Google Sheets/Excel and Looker; basic BigQuery.
• Experience with live and historical data; identify trends and insights.
• Assess situations with broad customer impact; risk-aware decisions under pressure.
• Manage multiple tasks and incidents with varying urgency; collaborate globally.

🎁 Benefits

• Four-day working week with fixed start times.
• Flexible hours and trust to schedule around your team.
• Learning budget of £1,000 annually.
• Macbooks provided and setup support for remote work.
• Stock options and company benefits.
• Role based in London or Cardiff or distributed UK.