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Workforce Management Data Analyst

Zopa
Full-time
On-site
London, United Kingdom
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

Are you a seasoned data analyst seeking a new challenge? Do you thrive on learning new skills? Here at Zopa, we are delighted to announce an exciting opportunity for someone who wants to apply their analytical skills to support our contact centre forecasting team. 

Our mission is to revolutionise our workforce management processes, ensuring efficiency and effectiveness across all operations. This role will be crucial in helping us achieve these goals, offering a significant opportunity for career-defining impact. We are looking for an individual who values autonomy and ownership in their work. You will have the responsibility of strategising how we develop and maintain our forecasting models and contact centre staffing plans. A key aspect of your role will be to ensure our contact centre staffing levels are optimised to meet both business needs and customer demands. If you're ready to make a real difference in a dynamic and collaborative environment, we would love to hear from you. Join us at Zopa and help shape the future of our contact. 

A day in the life...

    • Maintain and create a variety of forecast (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 
    • Develop new models and forecasts with an emphasis on governance and documentation to enhance scalability and mitigate risk 
    • Collaborate closely with cross-functional teams, including IH and OS operation. 
    • 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 this is 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. 
    • Previous experience working in FS (desirable) 
    • Current account experience (desirable) 
    • VBA (desirable) 

#LI-HS1

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. 
Apply now
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