466
Registration number: 07495895
- Details
- Highlights
- Company
About us
At GoCardless we believe bank payments are the best way to pay and get paid. We also believe that bank account data is a powerful tool to make better, faster decisions. Were making it easy to use both- for businesses everywhere.
GoCardless is used for domestic and international payments by 75,000+ organisations and counting, processing more than $30 billion across 30 countries. Were an award-winning London based fintech, with additional offices in Riga, Paris and Melbourne.
The role
GoCardless are here to support you and we're committed to making the hiring process inclusive and accessible for everyone. If you need extra support or any adjustments made, please reach out to your Talent Partner.
Remember, we don't expect you to meet every requirement. If you're excited by this role, we encourage you to apply.
The deadline for application submission is October 27, 2024.
The Workforce Management (WFM) Analyst will be focusing on building and assisting the forecast and capacity planning of multi-site teams based on service level needs. This role will help build workforce management models to match the specific needs of the merchant operations teams at GoCardless. The role will run WFM-specific projects including capacity planning, forecasting, evaluation of performance and demand, shrinkage across teams, staffing requirements, and creating and maintaining processes to manage and communicate this.
Youll work closely with the operational managers across all Merchant Operations teams, scaling processes for all Customer, Fraud and Payments operations teams. Youll be a strong communicator with experience in delivering change to various levels of stakeholders. Youll have experience working in a similar industry and bring your knowledge to the GoCardless Tooling & Optimisation team, as we build a centralised WFM approach for the Operations teams.
What excites you
- Analysing the impact of demand volume, AHT, performance & shrinkage for staffing requirements across multi-channel and site needs (phone, email, chat)
- Understanding movements in operational FTE, joiner/movers/leavers, and the impact this has on service levels
- Understanding and modelling the points of flexibility in operational resource balancing, including overtime, flexible roster patterns and the use of overflow 3rd party capacity
- Building and maintaining operational forecast variance
- Providing accurate budget analysis based on actual vs. expected capacity deployed, and summarising impacts on unit cost and operational efficiency
- Advising operations Leaders on staffing needs and performance issues that are impacting service levels
- Working with our first-line Operations managers to create and manage schedules and shift patterns based on demand and agent availability
What excites us
- You have strong experience working on cross-departmental process-improvement initiatives and projects
- A working knowledge of scheduling & WFM tools, such as Tymeshift, Monday, Workday, NICE or similar and how these integrate with Zendesk and Bob
- You have excellent analysis, Excel and Google Sheets skills, and a good understanding of data visualisation tools (Looker & Zendesk Explore)
- Youre financially literate, able to work with Finance business partners to provide inputs to the annual planning & budgeting process
(some of) The good stuff
Salary range - the expected base salary range for this position is between €1750 and €2150 (gross).
Base salary ranges may vary and are determined by things like geography, level of experience, interview assessment and parity between you and fellow employees at GoCardless doing similar work. Please note that whilst we strive to offer competitive compensation, there is no guarantee that an offer will reach the upper limit of the stated range.
- Wellbeing - stay healthy with dedicated support and medical cover
- Work away scheme - you can apply to work away from your country of residence for up to 90 days in any 12 month period
- Adaptive Working - allows you to work flexibly, around your lifestyle
- Equity - all permanently employed GCs get equity to help you make a valuable contribution
- Time off - generous holiday allowance, + 3 annual volunteer days, + 4 annual business-wide wellness days (GC Fridays)
Life at GoCardless
We're an organisation defined by our values; We start with why before we begin any project, to ensure its aligned with our mission. We make it happen, working with urgency and taking personal accountability for getting things done. We act with integrity, always. We care deeply about what we do and we know it's essential that we be humble whilst we do it. Working this way creates the GC magic- the reason we all love showing up to work.
€
1750 - 2150
Location
- Rīga, Latvia
- Remote work opportunity
Marijas iela 2a
Time of work
- Full-time
- Flexible schedule
Languages
- English
Contact person
Talent Team
Talent Team
GoCardless is an award winning fintech company, building the worlds bank payment network.
Were making open banking more accessible and bringing simple and secure direct bank payment solutions for people and businesses everywhere! GoCardless is used by 75,000+ organisations and counting, processing more than $30 billion of payments across 30 countries.
Following the acquisition of Latvia based start-up Nordigen, we are building a second headquarters in Riga, with plans to double our headcount in this region in 2023.
Registration number: 07495895
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