About us : 

Luno is the crypto investment app you can rely on, enabling you to buy, store and explore crypto securely. We’re committed to putting the power of cryptocurrency in everyone's hands sensibly and responsibly.

Since 2013, we’ve helped millions of people around the world invest safely in crypto. We do this by cutting through the hype and supporting customers at every step of the way. All products and cryptocurrencies on our platform must first meet stringent legal, risk and technical security standards. We don’t do memecoins.

Transparency is key for us. Luno stores all crypto on a 1:1 basis and we have rigorous processes in place so you can be confident your investment is secure. We’re available in more than 40 countries around the world and we work closely with respective regulators in all of these markets to be fully compliant, as we believe this is the best way to help everyone, everywhere, invest safely.

The role in a nutshell:

In Luno’s customer-focused environment, the Workforce Analyst is responsible for creating and maintaining schedules to enable the achievement of the planned service levels.

This role reacts to changes in contact volumes and determines the required levers to mitigate impact to customers through collaboration with stakeholders. 

You’re an analytical problem solver who is comfortable in a fast-paced, multi-tasked, high-energy environment. You will be able to demonstrate exceptional customer experience, a high level of dedication, enthusiasm, and motivation and an ability to manage communication and relations with multiple stakeholders. 

Your mission will involve:

• Serving as subject-matter expert on workforce optimisation issues.
• Ensuring service level targets are met; maintaining the right headcount, and calculating capacity needs.
• Maintaining the scheduling software.
• Undertaking contact forecasting and employee scheduling, including shift bid planning.
• Reporting data management activities around employee scheduling and forecasts.
• Improving processes and increasing efficiency of operations by recommending necessary changes.
• Providing insight to contact volume trends, analysing and reporting as well as communicating key workforce metrics such as CPH, AHT, shrinkage and others.
• Communicating and discussing previous and current week’s performance with relevant stakeholders and proposing recommendations.
• Monitoring intraday performance of contact volume and staffing levels; identifying scenarios that require immediate real-time intervention and highlighting recommendations.
• Maintaining and approving time-off, monitoring attendance and non-productive time.

In your first six months, you will:

• Build strong relationships with the Customer Success leadership team.
• Recommend/compare different workforce management tools and support the implementation.
• Learn to understand our CRM tool, policies and processes to support the team with their daily requirements.
• Understand and utilize all workforce reports.

The ideal Lunaut for this role:

• 2+ years Workforce experience and working in a leadership or customer service support role
• Ability to summarize, visualize, and present data
• Good knowledge of/with google sheets / WFM tool Knowledge
• An innovative team player, highly motivated with a positive and approachable attitude as well as the ability to work independently 
• A strong analytical and technical aptitude
• Clear and concise communication skills
• The ability to work effectively under pressure, adapt to rapid changes in information, meet deadlines and be accountable for performance in a fast-paced and dynamic environment
• A proactive mind-set to analyze problems, understand the business impact, identify the relevant solutions and provide recommendations for action
• A willingness to take initiative for their own learning to improve performance and add value

 Life at Luno:

• Forward-thinking and ambitious team that values diversity, hard work, and the continuous quest for excellence.
• Remote but reachable work policy gives you the freedom to choose between working from home or the office.
• Improve body and mind, with excellent private medical insurance. 
• Access to Learnerbly with an annual development budget
• Generous maternity / paternity and even paw-ternity for your furry friend.
• Annual Inspiration Day
• A collaborative, friendly work community, with regular social events
• Free lunch and snacks.
• Free access to Headspace – a full library of guided meditations, sleep stories, and music.
• 0 fees with Luno from the day you start.*

*Offer only available on Luno Instant Buy, not Luno Exchange

We are an equal opportunity employer and value diversity at our company. We do not negatively discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.