Analyst - Operations (Workforce Management)
Zopa
IT, Operations
London, UK
Posted on Feb 20, 2025
Our Story
Hello there. We’re Zopa.
We started our journey back in 2005, building the first ever peer-to-peer lending company. Fast forward to 2020 and we launched Zopa Bank. A bank that listens to what our customers don’t like about finance and does the opposite. We’re redefining what it feels like to work in finance. Our vision for a new era of banking puts people front and centre — we’ve built a business that empowers everyone to aim high, every day, to move finance forward. Find out more about our fantastic offerings at Zopa.com!
We’re incredibly proud of our achievements and none of it would be possible without the amazing team here. It’s not just industry awards we’re winning, we’ve also been named in the top three UK’s Most Loved Workplaces.
If you embrace unconventional challenges, are unafraid to think differently and are driven to make an outsized impact, you’ll thrive here at Zopa, so join us, and make it count. Want to see us in action? Follow us on Instagram @zopalife
Our analysts are a mix of creative problem solvers and number whizzes with a passion for translating numbers into business opportunities and delivering insights to drive decision-making. They're also strong communicators with the ability to story-tell with data to both technical and non-technical stakeholders alike. They are deeply embedded into the business and will interact with individuals at all levels of the business from Managers to our leadership team.
Team mission: At Zopa, we are dedicated to revolutionizing our workforce management processes to ensure efficiency and effectiveness across all operations. Our centralised team is passionate about continuous learning and innovation, staying at the forefront of best practices in workforce management.
This role is pivotal in helping us achieve our business goals, offering a significant opportunity for career-defining impact. We seek an individual who values autonomy and ownership in their work. You will be responsible for the development and maintenance of our forecasting models and contact centre staffing plans, which are crucial for optimising operational costs and driving business efficiency.
A day in the life...
- Maintain and create a variety of forecasts (inbound, chat and outbound) and capacity plan models leveraging SQL and with Microsoft Excel as well as propensity to call models.
- Being comfortable working with large datasets and being able to gather data requirements
- Help develop new models and forecasts with an emphasis on governance and documentation to enhance scalability and mitigate risk
- Analyse historical data and trends to forecast workforce demand accurately, while regularly reviewing and improving forecast accuracy through audits and corrective actions.
- Facilitate real-time support by developing tools that offer optimisation opportunities
- Provide meaningful insight and recommendations that drive operational efficiency
- Develop and maintain performance metrics and dashboards to track and report on key forecasting and staffing indicators.
About you...
- Proven experience in data analytics ideally within a contact centre but not mandatory
- Strong proficiency in Microsoft Excel, & SQL including advanced formula creation, data manipulation, and macro development.
- Solid analytical and problem-solving skills, with the ability to translate complex data into actionable insights.
- Excellent attention to detail and strong organisational skills, with the ability to manage multiple priorities and meet deadlines.
- Strong communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and present findings to stakeholders at various levels of the organization.
- Continuous improvement mindset, with a passion for staying updated on industry trends and emerging technologies.
We're on the move!
Towards the end of 2025 Zopa will be relocating to a brand-new headquarters at 20 Water Street in Canary Wharf. The 44,000 square foot workspace will foster collaboration and inspire creativity for our 900 employees amidst our 2025 growth blitz.
At Zopa we value flexible ways of working.
We value face-to-face collaboration and a good work-life balance. This hybrid role requires you to come to our London office 2-3 days a week.
You'll also have the option of working from abroad for up to 120 days a year!* But no matter where you are, we’ll make sure you’ve got everything you need to thrive, both in your work and home life, from day one.
*Subject to having the right to work in the country of choice
Diversity Statement
Zopa is proud to offer a workplace free from discrimination. Diversity of experience, perspectives, and backgrounds leads to better products for our customers and a unique company culture for our people. We are made up of nearly 50 nationalities, have a DE&I forum made up of Zopians wanting to make a difference and we are proud of our culture where everyone can bring their full self to work. Our approach to DE&I is reflected in our hiring process so please let us know if you require any reasonable adjustments.