Real Time Team Leader, Workforce Management (WFM)

📍Location - Remote | 💰 £32,500 - £42,000 + Benefits | Hear from the team ✨

About us: 

We’re here to make money work for everyone and we're doing things differently. For too long, banking has been obtuse, complex and opaque.  We want to change that and build a bank with everyone, for everyone. Our amazing community suggests features, test the app and give us constant feedback so we can build something everyone loves.  We're focused on solving problems, rather than selling financial products. We want to make the world a better place and change people's lives through Monzo.

About our Workforce Management (WFM) Team:

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.

What you’ll be working on:

• 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.

Your day-to-day

This role is all about collaborating across domains and internally to have an impact on service management  and make a difference to customers. As a Real Time Team Lead  you’ll work in a squad alongside Schedule Analysts, Tactical Planners, Team Managers, Capacity Planners, Real Time Analysts, Operations and more! 

Together you’ll build and support a particular part of Monzo. And have an integral part in narrating service performance and problem solving under pressure.
Our Tactical Planners have a variety of different backgrounds. As long as you enjoy learning new things, we’d love to talk to you.

You should apply 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.

The interview process:

Our interview process involves 4 main stages: 

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

Our average process takes around 2-3 weeks but we will always work around your availability. You will have the chance to speak to our recruitment team at various points during your process.

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.

Closing date for receipt of applications is at Friday 5th April at 10am.  Please note we reserve the right to close the advert early.

Equal Opportunity Statement

We are actively creating an equitable environment for every Monzonaut to thrive.

Diversity and inclusion are a priority for us and we are making sure we have lots of support for all of our people to grow at Monzo. At Monzo, embracing diversity in all of its forms and 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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