Real Time Resource Analyst

We’re reinventing payments.

In less than four years, Dojo disrupted the market to become the largest and most loved acquirer in the UK. Our payments infrastructure, purpose-built for in-person commerce, is game changing.

Now, over 150,000 customers across four countries choose to transact billions with us every year.

But we’re just getting started.

Our people are the driving force behind our success. They are our greatest investment and our ultimate competitive advantage. We hire exceptional people and give them the autonomy, trust, and ownership to thrive. The results take care of themselves.

The role...

We have an exceptional contact centre in Bristol and need an exceptional Real Time Analyst to join our Forecast & Planning Team to lead our intraday management of our Contact Centres both in Bristol and in Hull. The successful candidate will be responsible for real-time resource management, providing insight and analysis on previous day performance, trends, and ensuring we optimally use our resource to deliver industry leading service to our Customers.

What You Will Do...

• Monitor all telephony queues in real time and ensure KPI goals are being met across opening hours of the Contact Centre.
• Take control of the daily tactical plan, identify any potential issues and offer solutions to mitigate concerns.
• Daily MI reporting on previous days performance.
• Maximise resource productivity by monitoring code usage, agent occupancy and managing off-phone activity.
• Challenge non-adherence.
• Ensure stakeholders are kept up to date throughout the day regarding forecast accuracy, performance, hotspots, concerns and remedial actions taken.
• Supporting the resource planning analyst with short term activity booking.
• Take ownership of technical issues, raise with relevant departments and keep stakeholders abridged of progress.
• Support the wider Performance Management Team with analysis.
• Engage with our people team to ensure alignment across departments.
  
  

What You Will Bring...

• A self-starter who is comfortable managing their own workload, responsibilities and who doesn't shy away from challenging the status quo.
• F&P experience is needed
• Strong observation skills, inquisitive and challenging; always looking to improve performance.
• Strong analytical skills alongside experience of working with raw data sets, identifying trends and issues ahead of impact.
• Good communicator at all levels who is able to build effective relationships across all departments.
• Strong presentation skills, both written and oral.
  
  

Nice to have...

• Experience with WFM platforms especially Salesforce, Amazon Connect or Calabrio.
• Strong Excel (or Google Sheets) knowledge - ability to build tracking spreadsheets and get the most out of our data.
• BI dashboarding and self-service tools, especially Looker.
  
  

Dojo home and away

We believe our best work happens when we collaborate in-person. These “together days” foster communication, drive innovation and spark our brightest ideas.

That's why we have an office-first culture. This means working from the office 4+ days per week.

With offices across Europe, we know a thing or two about staying dynamic. Need deep focus? Head to a quiet zone. Big ideas? Collaboration spaces have you covered. Just here for a catch-up? Our social hubs make it easy. Do work that counts, in spaces made for you.

Question: what’s curious, relentless, and customer obsessed?

If you’re keen to know the answer, you’re a third of the way to meeting our Dojo values.

If The Following Speak To You, Let’s Talk

• You’re curious. You have a real desire to learn and create.
• You’re relentless. You keep going even when it’s easier not to.
• You’re customer-obsessed. You know how important customers are to what you do.
  
  

Diversity, equity, and inclusion at Dojo

From local bakeries to well-known eateries, Dojo payments serve over 150,000 places across the UK.

And something that’s fundamental to creating relevant, innovative products at Dojo is to build teams to reflect the diversity of the businesses we serve.

Our drive to improve diversity, equity, and inclusion is closely linked to helping employees thrive and innovating for better customer experiences.

If you care about your work, you’re curious, and you think customer-first, you have a place at Dojo.

To make sure you’re the best you can be throughout the recruitment process, let us know if you need any extra adjustments to help you thrive.

Visit dojo.careers to find out more about our benefits and what it’s like to work at Dojo, or check out our LinkedIn and Instagram pages.