Please note this is a remote based position, we are open to candidates based throughout the UK and EMEA region.

 

We believe in a world where independent endeavour thrives and there is no end to opportunity. A world where everyone can pursue business, participate and connect. That is why we strive to create unique products and experiences that delight people and increase wealth locally, making the world better through Open Commerce. If this excites you and you want to be part of something bigger than yourself, solving challenging problems that could make an actual difference in Emerging Markets, then Yoco is the company for you. 

 

This role focuses on the ambitious growth and scaling efforts that are currently underway at Yoco, specifically in our Customer Operations Team. You will be building processes using Salesforce, and other tools, along with creating business cases to prioritise development efforts based on ROI. You will support the team to continuously build and automate processes, tools and systems to provide great customer experiences and eliminate growth inhibitors.

You will need to be able to introduce quick to deliver solutions based on your analysis and subsequently mature and automate these over time. We require a Business Analyst with a keen sense of delivery, self-accountability and ownership who is looking to grow their skills in Salesforce and make a mark in an exciting industry.

 

 

 

• Being accountable for identifying opportunities to improve all aspects of customer interactions through current channels and implementing new interaction capabilities via emerging channels of communication.
• Analyse business processes and procedures to understand their strengths and weaknesses to determine opportunities for improvements.
• Documenting current processes, related policies and operational procedures and processes for each communication channel (and keeping these up to date).
• Monitoring of customer communication SLAs and other related data, as well as performing root-cause analysis for any exceptions that occur.
• Identifying opportunities to improve the efficiency of any technology or process involved in communicating with our customers, to result in a better overall customer experience.
• Ensuring the humans of the customer engagement teams are working as efficiently as possible by identifying automation opportunities, and the expected impact.
• Monitor the effect of each new system or process implementation done within the customer engagement space, across the full customer journey.
• Monitor intraday performance of contact volume and staffing levels; identifying scenarios that require immediate real-time intervention and highlighting recommendations
• Provide insight to contact volume trends. Analyse, report and communicate metrics such as CPH, AHT and other key customer engagement metrics
• Communicate and report on previous and current week's performance with relevant stakeholders and propose recommendations for improving customer service
• Lead weekly & monthly forecast review meetings with Customer Engagement leads to communicate volume requirements for next week/month and provide directions to optimise resources
• Complete forecasting analysis and identify needs or deficiencies across the Customer Engagement teams as it relates to achieving company wide imperatives and performance goals.

 

 

 

• Content knowledge: 
  • 5+ years in a Business Analytics role
  • Experience working with engineers, customer operations and data teams to solve complex problems
  • Experience with systems automation
• Entrepreneurial spirit: Self-starter who thrives in a fast paced environment, deals well with ambiguity and focuses on driving impact
• Knowledge expert: Passion for operational excellence and building tools and processes that deliver a high quality experience for our customers. 
• Analytical horsepower: Exceptional analytical, research, and quantitative skills. Demonstrated aptitude for digging deep into the data, thinking from first principles, and delivering the best results. 
• Team-first: Low ego, a team-first mentality, and a knack for working well with a wide range of people. Experience coordinating tasks across multiple teams
• Crisp communicator: High attention to detail including precise and effective communications, including with external partners
• Results-oriented: You enjoy doing whatever it takes to execute on complex projects. 
• Bonus Attributes: 
  • Experience in Customer Operations and/or the Fintech space
  • Experience with Salesforce

 

 

The Yoco formula is a validated approach to work and a set of behaviours that create maximum value for our customers and help us grow.

 

Core Values - Our way of working to create value & grow 

 

• Stay Connected
• Make Space to Explore
• Keep it Simple
• Master your Craft

Leadership Principles - How we show up, engage & treat each other

 

• Get to know each other personally
• Say what you think and challenge me directly
• Be courageous and focus forward
• Don’t let ego get in the way

To support this, we have built a role-based organisation where every individual is given the space to focus and develop their innate strengths. You will be working with a diverse, motivated and skilled team who will continuously stretch you as an individual. To learn more about our culture, go to our #YocoLife page or subscribe to our Exposure Gallery

 

Join us on a meaningful journey at Yoco, and help enable our merchants to thrive through Open Commerce!

 

 

Yoco encourages applicants from diverse backgrounds to apply. Open positions at Yoco are competitive and we often receive high volumes of applicants. If you have not received further updates on your application after three weeks, you’re welcome to request feedback.