Workforce Management Analyst

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.

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. We’re making it easy to use both- for businesses everywhere.

GoCardless is used for domestic and international payments by 85,000+ organisations and counting, processing more than $30 billion across 30 countries. We are headquartered in the UK, with additional offices in Australia, France, Latvia and the United States.

The deadline for application submission is October 27, 2024.

The role

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.

You’ll work closely with the operational managers across all Merchant Operations teams, scaling processes for all Customer, Fraud and Payments operations teams. You’ll be a strong communicator with experience in delivering change to various levels of stakeholders. You’ll 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)
• You’re financially literate, able to work with Finance business partners to provide inputs to the annual planning & budgeting process

Salary range - the expected base salary range for this position is between €1,750 and €2150 (gross).

Base salary ranges may vary and are determined by things like geography, level of experience, interview assessment and seniority compared to 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.

(some of) The good stuff

• 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 (in accordance with our work away policy)
• Adaptive Working - Our hybrid workplace model fosters collaboration and flexibility, with in-office days determined at team level
• Equity - all permanently employed GeeCees receive equity so we can share in the success we achieve together
• Parental leave - to suit everyone embarking on life's great adventure
• 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 it’s 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. Our Values form part of the GoCardless DNA, and are used to not only help us nurture and develop our culture, but to deliver impactful work that will help us to achieve our vision.

Diversity & Inclusion

We’re building the bank payment network of the future and our ambition is to move money anywhere, for anything, for anyone. If we’re going to achieve this goal, we need to build a team of ‘GeeCees’ that is as wonderfully diverse as the world we live in - with a multitude of perspectives, experiences & backgrounds.

We’ve got a long way to go, but here’s how we’re doing as of July 2024;

45% identify as women

23% identify as Black, Asian, Mixed or Other

10% identify as LGBTQIA+

9% identify as neurodiverse

2% identify as disabled

If you want to learn more, you can read about our Employee Resource Groups and objectives here as well as our latest D&I Report

Sustainability

We’re committed to reducing our impact on the environment, leaving a more sustainable world for future generations. In 2021 we became co-founders of the Tech Zero coalition, a group of businesses committed to taking climate action as part of the UNFCCC Race to Zero. We aim to reduce our impact and to create positive change on the natural world. Check out our sustainability action plan here.

Find out more about Life at GoCardless via Twitter, Instagram and LinkedIn.