We’re making a positive, irreversible change in the world of finance. Together.

Forecasting Analyst - Customer Support – Budapest or Tallinn

Since 2011, we’ve had a clear mission: money without borders. Built by and for people who live global lives, we’re the fairest, easiest way to manage your money across borders.

Today, customers have paid over £1 billion into their borderless accounts and are saving themselves £60 million every month in bank fees. Yet we’re moving less than 1% of the world’s money. There’s still heaps to do and we can’t do it alone.

We’re looking for a Product Analyst to join our growing team in Budapest or Tallinn.

What are we doing?

We’re looking for an empathetic analytical thinker who can help us provide world class support to our customers around the world. You’ll be embedded with our CS product team and doing the forecasting and budgeting for our Customer Support department.

As a Forecasting Analyst in our Customer Support team you will be working with our Global CS and Finance teams to develop our forecasting model that optimizes our teams performance to scale our Customer Support operations. This role is pivotal to lowering our costs so that we can pass those savings onto our customers in order to achieve our mission of zero fees.

Responsibilities

  • Automate our scheduling and budgeting process so that we have an accurate model with minimal human effort on an ongoing basis.
  • Collaborate with our Global Customer Support teams to include their KPis in your forecast model.
  • Drive continuous improvements to our forecasting and scheduling model as we launch new products and new markets that ensure our teams can provide world-class support to customers all over the world.

About you

  • You’ve worked in contact center or operations management before. So you know how to generate scheduling forecasting, and hiring plans.
  • You’re passionate about providing instant human support to customers worldwide.
  • No ego. You’re willing to discuss and plan across multiple teams and stakeholders.
  • You’re able to work independently and are self-driven.  

Required skills

  • Experience with staffing and workforce management. You know how to schedule teams for different operating hours around the world.
  • Experience working with SQL. You can dive deep into data sets and pull out insights
  • Strong communication skills. You’ll be working with CS leadership, in a fast pace and break down complication details for a wider audience.

Nice to have’s

  • Experience working with senior teams and can effectively manage stakeholders
  • Experience of a multi-lingual, multi-skill customer contact environment.
  • Strong knowledge of Contact Centre systems and a good understanding of end-to-end WFM methodologies.

Our People

At TransferWise, you’ll be joining a movement of people who believe in a better, fairer, more transparent way of moving money around the world. You’ll collaborate to do your best work and take on problems that no one has looked at before.

If you’re keen to learn, grow, try new things and aren’t afraid of a bold plan, you’ll fit right in.

#LI-RJ1

Some important stuff we would like you to know

To meet our regulatory obligations as a licensed financial services company, TransferWise needs to take background checks on all new hires, which may include Criminal and Credit checks. Please discuss with the Recruiter if you have any concerns regarding this process.

At TransferWise we believe in fostering a diverse and inclusive workplace. Therefore, we want to make sure that our recruitment process is accessible to everyone. So if you need any reasonable adjustments – at any point in the process – we’ll do our best to help. Just let us know what you need on your application form or reply with your request to the email we send you after you have applied. You might need a reasonable adjustment if you’ve got a disability. Or maybe you live overseas, and you’d prefer to meet us over Skype.

Please don’t send anything to the adjustments address if you’re a recruiter, or if you’re making a speculative application. We do work with recruiters from time to time – but only through LinkedIn. And we only accept job applications when a position is actually open. So you’re better off just checking the recruitment pages regularly.