IDM Analyst

About the role

This role focuses on maintaining operational efficiency within N26's workforce. The IDM Analyst will be responsible for managing network staffing levels from scheduling through daily adjustments, ensuring that the team meets its targets and service level agreements. This includes handling service desk tickets and managing WFM emails promptly.

A key part of the position involves reviewing current processes and suggesting improvements to optimize workflows. The analyst will need to communicate solutions clearly to various teams and contribute to a collaborative team culture. This role is central to ensuring smooth day-to-day operations and continuous improvement.

Success in this position means consistently meeting staffing thresholds and SLA targets, identifying areas for process enhancement, and effectively communicating insights. The ideal candidate will be someone who can adapt to change, maintain a positive outlook in challenging situations, and contribute proactively to team dynamics.

The annual salary for this role ranges from $19,250 to $33,000 USD.

Skills that matter here

• advanced spreadsheets: This skill is used for data analysis and management within workforce processes.
• SQL: This skill can be used for querying and analyzing data to support workforce management decisions.
• Python: This skill can be applied to automate tasks or perform more complex data analysis for workforce management.

Who this role suits

• A person who is adaptable and maintains a positive attitude when facing challenging situations.
• Someone who can clearly articulate ideas and technical information to both operational and managerial staff.
• An individual who is proactive in identifying and suggesting process improvements.
• A team member who values collaboration and contributes to a supportive work environment.

From the employer

In your next challenge, you will:

• Maintain network staffing within threshold from scheduling handover through to network intraweek and intraday steering.
• Ensure all service desk tickets and WFM emails are supported within agreed SLA.
• Regular process review providing feedback and suggestions on how to improve & optimise.
• Bring clear and to-the-point oral + written communication skills to convey solutions in a business context.
• Contribute to the culture of the team to create an innovative and collaborative environment.

What you’ll need to be successful:

• Embrace and adapt to change with a positive, resilient approach to challenging situations.
• Communication skills that clearly present ideas, theories, and technical information to operations and managerial staff.
• English language proficiency is a must, additional languages relevant to our markets are a plus.
• Experience with advanced Spreadsheets (excel or google).
• SQL and/or Python or similar language is a plus but not essential.
• 3 years of experience in either Workforce Management or Intra-Day Management roles is a plus but not essential.
• Experienced in working with workforce management technologies, ideally Teleopti, is a plus but not essential.

What’s in it for you:

• Accelerate your career growth by joining one of Europe’s most talked about disruptors 🚀.
• Employee benefits that range from a competitive personal development budget, work from home budget, discounts to fitness & wellness memberships, language apps and public transportation.
• As an N26 employee you will have access to a Premium subscription on your personal N26 bank account. As well as subscriptions for friends and family members.
• Vacation days vary depending on your location of work. Additional day of annual leave for each year of service.
• A high degree of autonomy and access to cutting edge technologies - all while working with a friendly team of peers of diverse nationalities, life experiences and family statuses.
• A relocation package with visa support for those who need it.