Workforce Management Analyst

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

We are seeking a seasoned Forecasting and Planning Analyst to join our team. As an analyst, you will play a critical role in driving accurate forecasting and ensuring optimal staffing levels for both our in-house and outsourced partners. 

We aim 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. 

This is a highly autonomous and high-ownership role, strategising how we develop and maintain our forecasting models and staffing plans. Critical to this will be ensuring our staffing levels are optimised to meet business needs and customer demands. 

Of course, you won’t be doing this alone. Collaboration is in our DNA, which means you’ll be part of a cross-functional team of talented and passionate professionals working together from concept through to implementation. There’s no room for just handing out orders. We believe in rolling up our sleeves and getting things done together! —You’ll engage with stakeholders at all levels, right up to director level, ensuring their buy-in and making sure we are building the most suitable models.

This is an opportunity that can give a lot of scope to supercharge your career within a dynamic and growing organisation. If this challenge excites you, we’d love to hear from you! 

A day in the life...

• Maintain a variety of forecasts (inbound, chat and outbound) and capacity plan models using Erlang C methodology in Microsoft Excel as well as propensity to call models 
• 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 
• Stay updated on industry best practices, emerging trends, and new technologies related to workforce planning and forecasting 

About you...

• Proven experience in forecast planning, demand forecasting, and capacity planning 
• Previous experience working with outsourcers 
• Strong proficiency in Microsoft Excel, including advanced formula creation, data manipulation, and macro development including SQL
• 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 organisation. 
• 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) 






















**Application response times may be slower than usual, but rest assured that every application will be thoroughly reviewed**

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Flexible working? Yes please!

At Zopa we value flexible ways of working. We understand the benefits of face-to-face collaboration and the importance of a good work-life balance. Our teams work in a hybrid manner, from our vibrant UK offices and the comfort of their own homes, at a frequency that suits the team and the work they do.

Not only that – 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.