Workforce Analyst at Luno

In Luno's customer-focused environment, the Workforce Analyst is responsible for creating and maintaining schedules to enable the achievement of the planned service levels.

This role reacts to changes in contact volumes and determines the required levers to mitigate impact to customers through collaboration with stakeholders.

You're an analytical problem solver who is comfortable in a fast-paced, multi-tasked, high-energy environment. You will be able to demonstrate exceptional customer experience, a high level of dedication, enthusiasm, and motivation and an ability to manage communication and relations with multiple stakeholders.

Your mission will involve:

• Serving as subject-matter expert on workforce optimisation issues.
• Ensuring service level targets are met; maintaining the right headcount, and calculating capacity needs.
• Maintaining the scheduling software.
• Undertaking contact forecasting and employee scheduling, including shift bid planning.
• Reporting data management activities around employee scheduling and forecasts.
• Improving processes and increasing efficiency of operations by recommending necessary changes.
• Providing insight to contact volume trends, analysing and reporting as well as communicating key workforce metrics such as CPH, AHT, shrinkage and others.
• Communicating and discussing previous and current week's performance with relevant stakeholders and proposing recommendations.
• Monitoring intraday performance of contact volume and staffing levels; identifying scenarios that require immediate real-time intervention and highlighting recommendations.
• Maintaining and approving time-off, monitoring attendance and non-productive time.

In your first six months, you will:

• Build strong relationships with the Customer Success leadership team.
• Recommend/compare different workforce management tools and support the implementation.
• Learn to understand our CRM tool, policies and processes to support the team with their daily requirements.
• Understand and utilise all workforce reports.

The ideal Lunaut for this role:

• Relevant Bachelor degree /diploma.
• 2+ years of call centre experience.
• Experience in forecasting, planning, and scheduling contacts or work volumes and staff, ensuring optimal performance.
• Ability to summarise, visualise, and present data.
• Knowledge of key call centre metrics, including expected occupancy, utilisation, service levels, handle time, benchmarking and trending experience.
• Proficient with Microsoft Excel and Office, in order to store data, create reports, produce schedules and perform other tasks, working knowledge of eWFM, Siebel, Blue Pumpkin, IEX, TCS, Oracle, and I3 software (Interactive Intelligence) or any other workforce management software used to manage schedules, workflow, and statistical data.
• An innovative team player, highly motivated with a positive and approachable attitude as well as the ability to work independently .
• A strong analytical and technical aptitude.
• Clear and concise communication skills.
• The ability to work effectively under pressure, adapt to rapid changes in information, meet deadlines and be accountable for performance in a fast-paced and dynamic environment.
• A proactive mind-set to analyse problems, understand the business impact, identify the relevant solutions and provide recommendations for action.
• A willingness to take initiative for their own learning to improve performance and add value.

Remote Life at Luno:

If you're looking to work on something truly global and disruptive with a forward-thinking and ambitious team that highly values diversity, teamwork, and the continuous quest for excellence, then this is an opportunity for you.
Like the majority of the companies, Luno is currently working remotely to keep our employees safe, which means you will not be physically, but virtually onboarded for now!

• Live long and prosper. We've got you covered with excellent private medical insurance.
• Generous maternity / paternity and even (yes, you are reading it correctly) paw-ternity for your furry friend..
• Annual Inspiration Day.. like that pottery course you've always been meaning to do!
• Work with a diverse team of hardworking, ambitious and friendly people on something that will truly revolutionise the financial world.
• We are a social bunch of people, we have virtual quarterly activities and drinks Fridays for whoever wants to join!
• We have virtual cooking, dancing, drawing and house planting classes hosted by our Lunauts Monthly to break up your day and work that other part of your brain.