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Join Marshmallow and revolutionize insurance with your expertise in Workforce Management
Overview
Salary
No salary declared 😔
Location
London, UK - Hybrid
Nomad Friendly?
Expires
Expires at anytime
Marshmallow is an innovative company on a mission to support the unconventional by leveraging technology to offer fair car insurance. With a profitable model serving underserved markets, we're poised for exciting growth and are seeking a Workforce Manager to help drive our customer service operations to new heights.
Role Summary:
- Lead the innovation and development of a world-class resource planning team.
- Manage resource utilization and provide strategic capacity planning insights.
- Select and implement a cutting-edge workforce planning tool.
- Create operational resource planning foundations and forecasting models.
- Enhance agent utilization across various operational teams.
Role Requirements:
- Minimum of 3 years in workforce management.
- Proven experience with system implementation and process improvement.
- Extensive knowledge of workforce planning tools.
- Skilled in data management and analytical modelling.
- Expertise in developing BI solutions and visualization dashboards.
- Background in customer service operations, preferably at the front desk.
- Strong leadership and people management abilities.
Marshmallow offers a hybrid work environment, competitive bonuses, flexible benefits, sabbatical leave, remote work options, comprehensive health care, tech perks, generous holidays, and engaging social events.
Marshmallow is a company that was started with the mission to back those who step outside the norm. We have helped 100,000s of people get a fairer deal on their car insurance using technology. We serve people that are often overlooked by financial services companies, solving important problems for people who need it most. We are profitable and are only just getting started.
We are hiring a Workforce Manager to help us innovate and build a world-class resource planning team. In this pivotal role, you’ll be at the forefront of resource utilisation, ensuring we’re always ahead of the game. From identifying capacity gaps to providing early warnings for stakeholders, you’ll be the go-to expert keeping everything running seamlessly. You’ll need to find the perfect resource planning tool that will take our customer service operations to the next level.
You will be responsible for finding a suitable workforce planning tool aligned with our growth and required reporting capabilities. You will build the foundations of operational resource planning based on available and cross-skilled resources. You will also be responsible for building a forecasting model which will be built on growth prediction and will be used to set up the right agent utilisation across operational teams.
We are looking for someone with 3+ year experience in workforce management, experience with implementing new tooling systems and processes, a wide knowledge of workforce planning tools and experience with system roll-outs and contract negotiations, experience and knowledge in the field of data management, strong analytical and modelling skills, experience of developing business intelligence solutions and dashboards using visualisation software, proven experience working with customer service units, ideally front desk operations, and experience in people management.
We offer a hybrid working model, competitive bonus scheme, flexible benefits budget, sabbatical leave, work from anywhere policy, mental wellbeing support, learning and development opportunities, private health care, medical cash plan, tech scheme, and 25 days holiday (+ bank holidays), pension, cycle to work scheme, monthly team social and company-wide socials every month!
