Real Time Team Leader, Workforce Management (Wfm)

Location - Remote | £32,500 - £42,000 + Benefits | Hear from the team ✨
We're on a mission to make money work for everyone.

We're waving goodbye to the complicated and confusing ways of traditional banking. With our hot coral cards and get-paid-early feature, combined with financial education on social media and our award winning customer service, we have a long history of creating magical moments for our customers!

We're not about selling products - we want to solve problems and change lives through Monzo ❤️

You'll be joining the WFM team which forms part of the Operations Collective. You will report to the Tactical Planning Manager. You'll work alongside our wider WFM team & Real Time Analysts to deliver consistently strong service management for our Operations team.

You'll play a key role by...

• Real Time decision making to balance customer demand with COP's performance and engagement in mind.
  Being responsible for Service Level maintenance within a Multi-Channel contact centre
• Hosting daily service stand up.
• Management of personal and professional development and coaching plans of 6 Real Time Analysts.
• Providing technical coaching, feedback and support to your team and aligning with industry best practices and standards within a WFM function, working closely with the Planning Forum and the Real Time Manager to achieve this.
• Enhancing and maintaining interdepartmental relationships within WFM (Scheduling, Forecasting, Activity Leads, Service Delivery Managers/Analysts, Optimisation)
• Understanding of Real Time function and the measurable metrics to be reported on.
• Performance management of the team and setting of clear performance targets for development reviews, ability to provide feedback and capable of highlighting behavioural issues.
• Knowledge of domains roles and responsibilities and the types of work to be performed in these areas.
• Making key business decisions and being a point of contact/escalation point in fast paced, high pressure environments. Including taking ownership of Incidents, Leading in trivial and minor level incidents that impact upon our customers where COps support is required.
• Stakeholder relationship management and improvement - Sharing your knowledge within the WFM team, and communicating with stakeholders to inform and educate.
• Spotting gaps in processes / schedules and optimising to maximise efficiency.

We'd love to hear from you if…

• You have previous leadership experience or are looking to develop your current understanding of leadership and people management experience.
• You're analytical and can confidently create a narrative with data.
• You have strong data collation/reporting/presentation & root cause analysis experience.
• You're great at problem solving and prioritising work items.
• You work really well under pressure and can multi-task multiple high priority tasks.
• You have an empathetic and supportive approach to people management.
• You have excellent stakeholder management and communication skills.
• You have experience within a WFM team or experience working with a WFM team.
• You have the capability to perform under pressure and time constraints, are highly driven and passionate.
• You have strong attention to detail skills.
• You're passionate about innovation and thinking outside the box.

What's in it for you

Salary range between £32,500 - £42,000
Remote based role within the UK

• We offer flexible working hours and trust you to work enough hours to do your job well, at times that suit you and your team.

Learning budget of £1,000 a year for books, training courses and conferences

➕ And much more, see our full list of benefits here

If you prefer to work part-time, we'll try to make this happen whenever we can - whether this is to help you meet other commitments or strike a great work-life balance.
The application journey has 4 key steps

• Call with a Recruiter
• Task
• Initial Call with Hiring Manager
• Technical, Values, Leadership and Coaching Interview

This process should take around 2-3 weeks - your schedule is really important to us, so we promise to be as flexible as possible!

You'll hear from us throughout the application process, but if you've got any questions, please reach out to debbieroscoe@monzo.com. You can also use this email address to let us know if there's anything we can do to make the process easier for you because of disability, neurodiversity or anything else.

The closing date for applications is Friday 5th April at 10am.

Equal opportunities for everyone

Diversity and inclusion are a priority for us and we're making sure we have lots of support for all of our people to grow at Monzo. At Monzo, we're embracing diversity by fostering an inclusive environment for all people to do the best work of their lives with us. This is integral to our mission of making money work for everyone. You can read more in our blog, 2022 Diversity and Inclusion Report and 2023 Gender Pay Gap Report.

We're an equal opportunity employer. All applicants will be considered for employment without attention to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, or veteran, neurodiversity or disability status.

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