What are the responsibilities and job description for the Operations Analyst - 12 month FTC position at GoCardless?
The role - this is a fixed term contract of 12 months
The Operations Analyst (FTC) will be focusing on building and assisting the forecast and capacity planning of multi-site teams based on service level needs and efficiency improvements. This role will help with building and launching workforce management models to match the specific needs of the Shared Services teams at GoCardless. You will lead WFM-specific projects including capacity planning, forecasting, analysis 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 and process improvement specialists across Merchant Operations teams, creating and improving WFM processes for all Customer, Fraud and Payments & Billing ops 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 Operations Enablement team, as we scale our processes to enhance operational efficiencies.
Key projects your work will feed in to will be scoping of new tooling to support service management, how we staff the launch of outbound payments, reviewing & relaunching service level agreements and ongoing support for operational managers through robust capacity plans, scheduling and reviewing channel effectiveness at scale.
Deliverables:
- Design and build accessible reports that analyse the impact of demand volume, AHT, performance & shrinkage for staffing requirements across multi-channel and site needs (phone, email, chat)
- Build an operational forecast variance
- Create accurate budget analysis based on actual vs. expected capacity deployed, and summarising impacts on unit cost and operational efficiency
- Create the process that supports hiring and ramp plans for movements in operational FTE, joiner/movers/leavers, and the impact this has on service levels
- Work alongside the team leading the Service Management program to input and design robust WFM tooling and processes for scale
- Deliver recommendations for productivity targets across teams based on efficiency savings, tooling improvements, and support managers with reporting
What excites you
- Dynamic Forecasting and Capacity Planning - you build and assist in forecasting and capacity planning for multi-site teams, integrating analytical skills to drive operational efficiency
- Collaboration with Diverse Teams - you enjoy working closely with operational managers and process improvement specialists to enhance WFM processes across various teams
- Impactful Projects - you dive into leading WFM-specific projects, such as launching new tooling and reviewing service level agreements
- Data-Driven Decision Making - the emphasis on designing accessible reports and analyzing performance metrics resonates with you regarding a passion for leveraging data to inform and support strategic business decisions
- Continuous Improvement - you are eager to engage in process improvements and change management initiatives that will enhance operational efficiencies and ultimately benefit the customer experience at GoCardless
What excites us
- You have excellent analysis and excel, Google sheets skills, and a good understanding of data visualisation tools (Looker, Zendesk Explore, Big Query)
- You’re financially literate, able to work with Finance business partners to provide inputs to annual planning & budgeting process when thinking about headcount and budgeted hours for utilisation in Operations teams
- You have experience working on cross-departmental process-improvement initiatives and projects and can move at pace
- You have experience in scheduling & WFM tools, such as Tymeshift, Monday, Workday, NICE or similar and how these integrate with Zendesk and Bob
- You have used or are very familiar with Salesforce and similar tools
Salary range - the expected base salary range for this position is between €2,667 - €3,500 (gross) per month
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.
