At a Glance
- Tasks: Monitor live queues and optimise staff schedules to enhance customer support.
- Company: Join Capital on Tap, a fast-growing fintech revolutionising small business finance.
- Benefits: Enjoy private healthcare, 28 days holiday, and a fun office environment with perks.
- Other info: Hybrid work model with a vibrant culture and opportunities for career growth.
- Why this job: Make a real impact in a dynamic team while developing your skills in workforce management.
- Qualifications: Experience in resource planning and proficiency in Excel/Google Sheets required.
The predicted salary is between 30000 - 40000 £ per year.
Capital on Tap started because small businesses were underserved. We set out to fix that. Today we're a financial platform offering a best-in-class business credit card, SME-focused spend management platform, a savings product, and a growing suite of tools and financial products that make running a small business easier.
Our Support Services team are the back office operations for all of our Customer Operations team. It’s where all of the planning and analysis happens to ensure we have the right people in the right place at the right time for our customers.
What You’ll Be Doing
- Real-Time Management (Reactive & Intraday): Monitor live queues, execute intraday adjustments, and manage ad-hoc sickness.
- Scheduling & Planning (Proactive): Generate schedules, optimise resources, manage shrinkage, and maintain the database.
- Reporting & Analysis: Deliver performance reviews, identify trends, and conduct root cause analysis.
Our Values & Culture
- Just Pilot: We never settle for “good enough”.
- Why Not Today? Speed and simplicity give us a competitive advantage.
- Be a Buddy: We help the team and do the right thing.
- Owners and Dates: If you own a task, it gets done.
- Feedback: We provide direct and constructive feedback.
We’re Looking For
- Experience within a Resource Planning Team with prior use of Telephony Platforms and Workforce Management tools.
- Experience of supporting “live performance” within a contact centre environment.
- Proficient in using Excel / Google Sheets to analyse data and produce reports.
- Strong communication skills and the ability to share findings and collaborate effectively.
Interview Process
- Stage 1: 30 minute call with a Talent Partner
- Stage 2: 60 minute interview with Service Delivery Manager
Diversity & Inclusion
We welcome applications from anyone who shares our commitment to inclusivity.
Great Work Deserves Great Perks
We offer various benefits including private healthcare, worldwide travel insurance, anniversary rewards, salary sacrifice pension scheme, 28 days holiday, annual learning budget, enhanced parental leave, cycle to work scheme, and dog-friendly offices.
Other Useful Info
Check out our ‘Top Tips’ for interviewing and keep updated on new job opportunities by following us on LinkedIn. Email careers@capitalontap.com if you have any questions.
Excited to work here? Apply!
Workforce Management (WFM) Analyst in Cardiff employer: Capital on Tap
At Capital on Tap, we pride ourselves on being an exceptional employer, offering a vibrant work culture that fosters innovation and collaboration. Our Cardiff office provides a hybrid working model, allowing for flexibility while ensuring employees have access to a supportive environment filled with unique perks like dog-friendly spaces and a fun office atmosphere. With a strong focus on employee growth, we provide ample opportunities for professional development and a comprehensive benefits package that includes private healthcare, generous holiday allowances, and wellness initiatives.
