Senior Service Analyst – Workforce Management

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Generate data-driven reports featuring insights and actions for senior stakeholders, including weekly updates, Monthly Business Reviews, Ops Monitoring, and Domain Weekly Business Reviews.

• Independently develop fully functional Looker dashboards and standalone Management Information (MI) for operational teams.

• Conduct root-cause analysis by filtering, merging, and modifying complex data across Looker, Anaplan, Airtable, and Google Sheets.

• Write efficient SQL code and facilitate automation to enhance operational efficiency.

• Create dynamic burndown plans to forecast return-to-service dates and service resolution timelines.

• Manage cross-domain incidents utilizing data-driven and adaptive solutions.

• Participate in a Monday-to-Friday incident on-call rotation.

• Perform service deep dives to uncover supply-and-demand discrepancies.

• Oversee task views and routing to ensure timely task allocation to the appropriate personnel.

• Collaborate with global operations functions to meet performance expectations and evaluate the service impacts of proposed changes.

• Report directly to the WFM Service Manager.

⛳️ Requirements

• Proven experience in service delivery, optimization, and workforce management within a dynamic, high-growth setting.

• Highly skilled in managing the entire lifecycle of a project with minimal oversight.

• Responsible for driving solutions and overseeing their implementation.

• Advanced proficiency in using Looker and Google Sheets for comprehensive data storytelling.

• Capable of presenting clear findings using Google Slides and Documents.

• Experience in managing incidents and formulating actionable plans.

• Ability to devise dynamic, data-driven solutions.

• Comfortable engaging in critical conversations and effectively communicating with a diverse range of stakeholders.

• Ability to mentor others to enhance team performance.

• Familiarity with task views, task types, routing, scheduled activities, and workforce optimization principles.

• Willingness to participate in a Monday-to-Friday incident rotation; occasional weekend work may be required for specific projects.

🏝️ Benefits

• Annual £1,000 learning budget for books, training courses, and conferences.

• MacBook provided for all employees.

• Additional support for the work-from-home setup for fully remote workers.

• Comprehensive benefits package.

• Option for remote work.