Build and maintain schedules that align with forecasted workload and staffing requirements.
Support schedule changes related to reforecasts and staffing changes.
Analyze schedule performance against staffing requirements and operational outcomes.
Colibri Group is a pioneer of online professional education. They serve over 1 million customers annually and employ more than 1,500 mission-aligned professionals with a rich and storied history.
Develop and maintain workforce forecasts, schedules, and real-time queue management.
Monitor AI-assisted support tools and analyze workforce metrics.
Partner with support leaders to improve operational strategies and staffing.
Our partner is a fast-paced customer support operation that leverages data-driven insights and AI tools to optimize service levels. They operate in a remote-first environment with a collaborative, supportive team culture.
Translate retailer and client program requirements into structured labor demand forecasts across campaigns and seasonal initiatives.
Analyze workforce supply and capacity to balance staffing with forecasted demand, performing variance and gap analysis.
Develop and maintain KPI dashboards tracking metrics such as fill rates, labor utilization, and cost efficiency.
The Company is one of North America’s leading sales and marketing agencies specializing in outsourced sales, merchandising, category management, and marketing services to manufacturers and retailers. It bridges the gap between manufacturers and retailers, servicing grocery, mass merchandise, specialty, and other trade channels.
Lead the strategy and planning for Core Banking CRM campaigns, including sizing opportunities and aligning stakeholders.
Execute data-driven customer lifecycle journeys across email, push, and in-app channels.
Monitor campaign performance, ensure safe execution, and drive continuous improvement through test-and-learn approaches.
Monzo is a digital bank on a mission to make money work for everyone, offering personal and business banking, savings, investments, and pensions. They foster a diverse and inclusive culture with a focus on innovation and customer service, and operate with collaborative teams across the UK.
Manage inbox for Contact Center inquiries including same-day schedule changes and absence management.
Perform intraday management to optimize coverage and adjust schedules in real-time for key performance indicators.
Collect and analyze staffing data to identify trends and recommend improvements for workforce optimization.
Trupanion is a leading provider of medical insurance for cats and dogs in North America. The company offers a collaborative, casual, and pet-friendly environment.
Generate insights that drive strategic direction through proactive analysis.
Bring data-driven rigor to product development and structure complex projects.
Create metrics to understand user behavior and drive product decisions.
Monzo is a digital bank on a mission to make money work for everyone, offering personal and business accounts, savings, investments, and pensions. With over 12 million customers in the UK and a strong culture of data-driven decision making, they have built a product that people love, with over 80% of growth coming from word of mouth and referrals.
Optimize global workforce management for pro phone teams and drive strategic improvements to tools and platforms.
Develop staffing forecasts from finance projections and volume trends, and enhance reporting with data and analytics.
Serve as escalation point for production challenges and lead projects to address recurring bottlenecks.
Angi powers the home services industry, connecting homeowners with skilled pros and pros with winnable work. Founded in 1995, the global company has 9 brands in 8 countries and employees worldwide.
Support building robust pipelines and data models downstream of backend services (mostly in BigQuery) supporting internal reporting, machine learning, and financial use cases.
Optimize the Data Warehouse, spotting and raising opportunities to reduce complexity and cost.
Help define and manage best practices for the Data Warehouse, including payload design, logical modelling, metadata, and testing standards.
Monzo is a digital bank on a mission to make money work for everyone, offering personal, business, joint, kids accounts, savings, investments, and pensions. They have grown significantly over the last decade and are known for award-winning customer service and innovative products.
Analyse key CX metrics (CSAT, complaints) to identify trends and root causes.
Deep dive into customer journeys to find improvement opportunities and track action plans.
Provide clear, actionable insights and recommendations to product, operations, and leadership teams.
Monzo is on a mission to make money work for everyone by replacing traditional banking with modern, accessible financial products. They offer a range of personal and business bank accounts, credit cards, savings, investments, and pension services, and are known for their award-winning customer service and vibrant coral cards.
Deliver dependable and accurate output by executing tasks with precision, maintaining data accuracy, and meeting SLAs.
Follow established processes and SOPs consistently, ensuring repeatable, error-free results with accuracy and timeliness.
Communicate effectively across teams by sharing progress and blockers proactively, escalating concerns when needed.
Spreetail propels brands to increase their ecommerce market share globally while improving operational costs. They are building one of the fastest-growing ecommerce companies in history, with a focus on accuracy and dependable results.
Sources, compiles, and analyzes data from various systems to support compliance monitoring and reporting.
Develops and maintains dashboards and reports using tools like Power BI and Tableau.
Collaborates with IT and business teams to ensure data integrity and provide actionable insights.
Fulton Bank is a financial institution providing banking services and community support. They employ a large workforce and foster a culture of continuous learning, work-life integration, and inclusion.
Maintain, improve, and develop quantitative models & frameworks to evaluate financial and operational metrics.
Conduct data analytics requests, in consultation with clients and other internal team leads.
Create reports, summaries, and presentations to highlight strategic insights that are compelling and actionable.
Codeword is a communication agency that helps brands create breakthrough comms, content, and community experiences. We're around 100 people, remote-first with offices in NYC and SF, and we value openness, flexibility, and growth.
Manage a team of Data Collection Driving Operations field resources and oversee day-to-day operations.
Conduct periodic reviews, facilitate team meetings, and collaborate with other team members to manage workload.
Provide SME advice on regional issues, assist in resource planning, and ensure quality and financial controls.
TSMG provides field projects and data collection driving operations services. They are a company focusing on operations management with a culture that values team collaboration and continuous improvement.
Serve as a data architect for Monzo’s Operations data, designing and scaling data models to measure product performance.
Build robust data models downstream of backend services in BigQuery to support reporting, machine learning, and regulatory use cases.
Lead the re-architecture of entire data domains across Operations, including workforce and customer demand data.
Monzo is a UK digital bank offering personal and business accounts, savings, investments, and pensions, with a mission to make money work for everyone. It has over 10 million customers in the UK, growing by 200,000 monthly, and fosters a culture of fairness, transparency, and data-driven decision making.
Assess and mature Fullscript's workforce management processes, including forecasting and capacity planning across multiple support channels.
Build staffing models and scheduling practices to optimize service levels, handle time, and intraday operations.
Partner with cross-functional leaders to align staffing plans with business priorities and improve routing strategies.
Fullscript is a health technology company that builds tools for practitioners to manage patient care, including clinical insights and supplement access. With over 125,000 practitioners and 10 million patients, it fosters a culture of curiosity, teamwork, and impact-focused innovation.
Partner with employees and people managers on employee relations and performance management, providing thoughtful guidance.
Build, maintain, and improve HR processes to support and scale the business with data-driven strategies.
Design and produce HR analyses, ensuring data accuracy and consistent methodology across reporting.
A-LIGN is a leading provider of high-quality, efficient cybersecurity compliance programs, offering services such as SOC 2, ISO 27001, HITRUST, FedRAMP, and PCI. It is the number one issuer of SOC 2 and HITRUST and a top three FedRAMP assessor, employing a team that values data-driven strategies and employee growth.
Support the implementation and ongoing operation of Monzo’s strategic risk oversight and framework processes.
Develop strategic risk oversight dashboards, building these from scratch and exploring both internal data and external macroeconomic data sources.
Interpret macroeconomic and external developments and assess their impact on Monzo’s strategic risks.
Monzo is on a mission to make money work for everyone, waving goodbye to the complicated ways of traditional banking. They have grown a lot in the last 10 years, with offerings such as personal and business bank accounts, joint accounts, and credit cards.
Deliver assurance reviews across key regulations, processes, and controls to manage compliance risks.
Provide clear, actionable feedback to strengthen Monzo's control environment and support fair customer outcomes.
Produce high-quality reports and management information for stakeholders across the business.
Monzo is a digital banking company on a mission to make money work for everyone, offering personal and business accounts, savings, and investment products. They have a growing team and a culture focused on customer experience, financial education, and diversity.
Own day-to-day workforce management across voice and chat support channels, including forecasting, scheduling, and real-time queue management.
Make daily adjustments to Zendesk triggers, automations, and Intercom routing to optimize ticket flow and agent workloads.
Monitor AI chatbot performance daily, adjust forecasts based on deflection trends, and report KPIs like SLA adherence and occupancy.
Tekmetric is an all-in-one cloud-based platform helping auto repair shops run smarter and grow faster. Founded in 2017 in Houston, the company has grown from a single shop's vision to the industry's leading solution, fostering a culture of transparency, integrity, and innovation.