Workforce Management (WFM) Analyst

<div class="content-intro"><p><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><strong>We’re Capital on Tap 👋<br></strong></span><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">💳 Capital on Tap started because small businesses were underserved. Big banks were slow, their products weren't fit for purpose, and small business owners often couldn't access what they needed. We set out to fix that.</span></p> <p><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">Today we're a financial platform - not just a credit card company. We offer a best-in-class business credit card, SME-focused spend management platform, a savings product that hit £1 billion in funds within its first year, and a growing suite of tools and financial products that make running a small business easier.&nbsp;</span></p> <p><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">1,000+ employees, £20bn in annual card spend, 200,000+ customers, 17,000+ Trustpilot reviews averaging 4.7 stars, and we're profitable. We’ve done a pretty good job so far, but we’re just getting started!&nbsp;</span></p></div><p><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">📍 Cardiff | 🏢 Hybrid - 3 days a week in the office. The first 6-12 weeks will be 5 days a week in the office while you get set in your new role.&nbsp;</span></p> <p><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><strong>Support Services - Customer Operations 🚀</strong><strong><br></strong>Our Support Services team are the back office operations for all of our Customer Operations team (300+ people). It’s where all of the planning and analysis happens to make sure we have the right people in the right place at the right time for our customers to give them the help they need.</span></p> <p><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><strong>What You’ll Be Doing 🗃️</strong></span></p> <p><span style="text-decoration: underline; font-family: verdana, geneva, sans-serif; font-size: 12pt;">Real-Time Management (Reactive &amp; Intraday):</span></p> <ul> <li style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">Monitor Live Queues: Track real-time contact volumes, handle times, and service level metrics across all channels.</span></li> <li style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">Execute Intraday Adjustments: Dynamically move staff, adjust break times, and open/close skill sets to mitigate service drops.</span></li> <li style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">Manage Ad-Hoc Sickness: Log unplanned absences on the day and immediately re-forecast staff requirements.</span></li> </ul> <p><span style="text-decoration: underline; font-family: verdana, geneva, sans-serif; font-size: 12pt;">Scheduling &amp; Planning (Proactive):</span></p> <ul> <li style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">Generate Schedules: Create and distribute baseline schedules, shifts, and patterns aligned with requirements.</span></li> <li style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">Optimise Resources: Balance breaks, lunches, meetings, training, and 1-to-1 sessions against the intraday curve.</span></li> <li style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">Manage Shrinkage: Process and approve annual leave, sickness, and offline activities against maximum shrinkage thresholds.</span></li> <li style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">Maintain Database: Ensure accurate employee profile mapping, working hours, skills and proficiencies within the WFM software.</span></li> </ul> <p><span style="text-decoration: underline; font-family: verdana, geneva, sans-serif; font-size: 12pt;">Reporting &amp; Analysis:</span></p> <ul> <li style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">Performance Reviews: Deliver daily, weekly, and monthly reports comparing scheduled plans against actual delivery.</span></li> <li style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">Identify Trends: Call out schedule non-adherence patterns and behavior issues to operational team leaders.</span></li> <li style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">Root Cause Analysis: Explain missed SLA targets due to unexpected volume spikes or high offline time.</span></li> </ul> <p><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><strong>Our Values &amp; Culture 🌞</strong></span></p> <ul> <li style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><strong>Just Pilot:</strong> We never settle for “good enough”. We pilot new ideas fast, ask questions to figure it out, and scale quickly.</span></li> <li style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><strong>Why Not Today? </strong>Fast is as slow as we go - speed and simplicity gives us a competitive advantage.</span></li> <li style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><strong>Be a Buddy:</strong> We tap in from day one to help the team, we do the right thing even if it’s hard.</span></li> <li style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><strong>Owners and Dates:</strong> We don’t chase people. If you own a task and agree to a date, the expectation is that it gets done.</span></li> <li style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><strong>Feedback: </strong>We want our employees to flourish, so we regularly provide direct and constructive feedback.</span></li> </ul> <p><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><strong>We’re Looking For 🔎</strong></span></p> <ul> <li style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">Experience within a Resource Planning Team with prior use of Telephony Platforms and Workforce Management tools (Verint experience is desirable).<br></span></li> <li style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">Experience of supporting “live performance” within a contact centre environment.<br></span></li> <li style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">Proficient in using Excel / Google Sheets to analyse data and produce MI / Performance reports.<br></span></li> <li style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">Ability to provide clear insights and feedback to improve operational efficiency.<br></span></li> <li style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">Strong communication skills and the ability to share findings and collaborate with teams effectively.<br></span></li> </ul> <p><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><em>Even if you don’t have all of the necessary skills, we still encourage you to apply.</em></span></p> <p><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><strong>Interview Process 🤝</strong></span></p> <ul> <li style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">Stage 1: 30 minute call with a Talent Partner</span></li> <li style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">Stage 2: 60 minute interview with Service Delivery Manager</span></li> </ul> <p><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><strong>Diversity &amp; Inclusion</strong> 🌈</span><br><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">We welcome, consider and encourage applications from anyone who shares our commitment to inclusivity. Join us in creating a space where authenticity thrives, and everyone can do their best work.</span></p> <p><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><strong>Great Work Deserves Great Perks</strong><strong><br></strong>We try not to take ourselves too seriously (all the time) so we make sure our office is decked out with a pool table, arcade machine, beer tap, and a couple of office dogs thrown in for good measure. Check out our benefits:</span></p> <p><br><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">🏥 Private Healthcare including dental and opticians services through Vitality</span><br><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">✈️ Worldwide travel insurance through Vitality</span><br><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">🎁 Anniversary Rewards (£250, £500, £750, 4-week fully paid sabbatical)</span><br><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">👛 Salary Sacrifice Pension Scheme up to 7% match</span><br><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">🚘 Octopus EV Salary Sacrifice Scheme</span><br><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">🏖️ 28 days holiday (plus bank holidays)</span><br><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">📖 Annual Learning and Wellbeing Budget</span><br><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">👪 Enhanced Parental Leave</span><br><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">🚲 Cycle to Work Scheme</span><br><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">🚂 Season Ticket Loan</span><br><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">💬 6 free therapy sessions per year</span><br><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">🐶 Dog Friendly Offices</span><br><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">🍫 Free drinks and snacks in our offices</span></p> <p><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">Check out more of our benefits, values and mission<a href="https://www.capitalontap.com/en/company/careers/"> here</a>.</span></p> <p><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><strong>Other Useful Info</strong></span><br><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">👍Check out our<a href="https://www.capitalontap.com/en/blog/posts/acing-your-interviews-with-capital-on-tap/"> ‘Top Tips’ for interviewing.<br></a>✔️Keep updated on new job opportunities by following us on<a href="https://www.linkedin.com/company/capital-on-tap"> Linkedin</a>.</span><br><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">📧Email careers@capitalontap.com if you have any questions.</span></p> <p><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><strong>Excited to work here? Apply!</strong><strong><br></strong>If you’d like to progress your career within our fast growing, profitable fintech then click apply and we will aim to get back to you within 3 working days (during busy periods this could take up to 5 working days).</span></p><div class="content-conclusion"><p><strong><span style="font-size: 12pt; font-family: verdana, geneva, sans-serif;">Other Info<br></span></strong><span style="font-size: 12pt; font-family: verdana, geneva, sans-serif;">👍Check out our&nbsp;<a href="https://www.capitalontap.com/en/blog/posts/acing-your-interviews-with-capital-on-tap/">‘Top Tips’ for interviewing.</a><br></span><span style="font-size: 12pt; font-family: verdana, geneva, sans-serif;">✔️Keep updated on new job opportunities by following us on <a href="https://www.linkedin.com/company/capital-on-tap">Linkedin</a>.<br></span><span style="font-size: 12pt; font-family: verdana, geneva, sans-serif;">📧Email <a href="mailto:careers@capitalontap.com">careers@capitalontap.com</a> if you have any questions.</span></p> <p><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><strong>Excited to work here? Apply!<br></strong></span><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">If you’d like to progress your career within our fast growing, profitable fintech then click apply and we will aim to get back to you within 3 working days (during busy periods this could take up to 5 working days.)</span></p></div>