zopa
Position Title: Analyst – Operations (Workforce Management)
📍 Location: London, United Kingdom
🏢 Department: Service Excellence
🕒 Employment Type: Permanent | Hybrid (2–3 days onsite)
🏦 About Zopa
Zopa began in 2005 as the UK’s first peer-to-peer lending platform and evolved into a full-fledged bank in 2020. We don’t just challenge the status quo in finance—we flip it on its head. We’re creating a new era of banking focused on transparency, people, and positive disruption. With top rankings in the UK’s Most Loved Workplaces, we’re on a mission to make finance feel human again.
💼 Role Overview
We are looking for a Workforce Management (WFM) Analyst to join our centralised Service Excellence team. You will be at the forefront of ensuring that our contact centre operations run like a well-oiled machine. This role plays a critical part in managing forecasts, staffing models, and performance metrics, all while enabling strategic decisions that drive cost optimization and operational efficiency.
If you’re passionate about making sense of numbers, love creating scalable models, and have a knack for storytelling with data, this is your chance to make a high-impact move.
🛠 Key Responsibilities
- Develop and maintain short- and long-term forecasts (inbound, chat, outbound) and staffing plans using SQL and Microsoft Excel
- Build and enhance predictive models, including propensity to call models
- Analyse historical contact data to improve forecast accuracy and operational decision-making
- Design and improve governance processes and documentation to scale modelling efforts securely
- Identify and deliver real-time optimisation opportunities to support day-to-day operations
- Produce insightful reports and dashboards that track key performance indicators for workforce planning
- Collaborate cross-functionally to present findings and support strategic planning
✅ Your Profile
- Solid experience in data analytics, preferably within a contact centre environment
- Strong command of Excel (advanced functions/macros) and SQL for data analysis and automation
- Analytical thinker with a continuous improvement mindset
- Exceptional attention to detail and ability to manage competing deadlines
- Effective communicator who can present data insights clearly to both technical and non-technical stakeholders
- Proactive, with a passion for staying on top of emerging tech trends in workforce analytics
📈 Why Join Us
- Direct impact on the performance and efficiency of our operations team
- A rare chance to shape WFM strategy within a fast-growing, innovative bank
- Access to hybrid work options and up to 120 days of remote work abroad annually*
- Join a diverse team of nearly 50 nationalities with a strong DE&I culture
*Subject to right-to-work eligibility in the chosen country.
🏢 Future HQ Move
We’re expanding! By the end of 2025, Zopa will relocate to a state-of-the-art 44,000 sq. ft. headquarters at 20 Water Street, Canary Wharf—designed for innovation, collaboration, and growth.
🌍 Diversity, Equity & Inclusion
Zopa celebrates difference. We believe a diverse, inclusive culture leads to better products, a more innovative workplace, and empowered employees. Adjustments are available throughout the recruitment process if needed.
