Workforce Planning Analyst (Remote)

Customer Service · London, London, City of
Department Customer Service
Employment Type Full-Time
Minimum Experience Mid-level

Workforce Planning Analyst

Job Description


About Uphold

One of the fastest-growing fintech companies, Uphold is pursuing a mission to democratise investments and payments for people and companies worldwide. 

A digital money platform serving over 6 million customers in more than 150 countries. Uphold now manages more than $1.5 billion in customer assets. The Silicon Valley firm currently opens around 10,000 accounts a day as consumers seek a more versatile and cost-effective home for their financial lives. Leveraging blockchain technology, the platform provides both consumers and businesses with easy access to 46 digital assets, 27 national currencies, four precious metals, and 50 fractional U.S. equities. 

Uphold’s unique trading experience - ‘Anything-to-Anything’ - allows customers to trade directly between asset classes, saving time and money. Uphold supports financial inclusion by enabling customers virtually anywhere to open an account in less than a minute and trade with no minimum investment amounts. Customers can send money to virtually anyone with an email address free of charge. 

To learn more, please visit https://uphold.com

The opportunity: 

Uphold is looking for a Workforce Planning Analyst to join our Customer Service team. This is an incredibly exciting opportunity where you’ll get to work in a very friendly environment and be part of a well-motivated, talented, and growing team. Combining latest technologies, agile way of working, and the continuous striving for the best solution.

Reporting directly into the Director, Customer Service, this is a newly created role to ensure that strategic goals are met through workload forecasting and capacity planning, specifically for outsource partners in a back office environment. This is an ideal opportunity to bring your expertise and shape a planning function to drive future success.


What you’ll be doing primarily:

  • Create a planning process incorporating the associated planning activities & outputs for long, medium & short term time frames.
  • Develop positive working relationships with outsource partners Resource Planning and WFM functions, ensure headcount delivery is appropriate and in line with agreed forecasts
  • Validate headcount requirements for core activities, ensuring that long term resource requirements are submitted within the relevant timescales
  • Build & communicate capacity plans using agreed assumptions based on robust historical data analysis
  • Utilise performance information to drive planning models and headcount forecasting
  • Review and analyse partner forecasts and resource models, ensuring efficient staffing requirements are met
  • Build internal capacity plans for Customer Service function’s workflow’s 
  • Respond to ad-hoc requests for assistance by colleagues and stakeholders
  • Ensure that all relevant upcoming change initiatives are impact assessed and incorporated in to future plans
  • Quickly identify trends and flag any risks to senior leadership team
  • Work closely with partners to review, communicate & challenge performance and delivered plans
  • Identify continuous improvement opportunities to optimise workflow/reduce handle time


Required qualifications:

  • Knowledge & experience of the workforce planning cycle
  • Significant experience of planning for a ‘back office’ function
  • Experience of working with Outsource Partners 
  • Excellent interpersonal skills
  • Experience of working across multiple communication channels
  • Knowledge and experience of Microsoft software, specifically excel
  • Knowledge and experience of WFM systems
  • Excellent communication skills, and the ability to translate complex data into meaningful information that drives business decisions
  • Attention to detail and good problem-solving skills.
  • Good written and verbal communication.



Bonus if you have:

  • Understanding of cryptocurrencies or other digital assets as they are core to our business.
  • Community talks, certifications, and/or blog posts on your interests and research.



What we have to offer you:

  • An amazing work environment in a company that continues to grow, driven by extraordinary and passionate people that keep up innovating and challenging more each day.
  • An international team in a cutting-edge field, working on the most fascinating projects.
  • Growth and career opportunities, and the chance to be proactive and creative.
  • A flexible and enthusiastic work environment with great benefits.
  • Open and transparent culture - we get together weekly to share updates, strategic plans, and engage with each other informally over food and drinks.
  • Interesting events that keep you connected with the team and celebrate our success.


Be part of a great company that is revolutionizing financial services. Apply now!


If this job isn’t exactly what you are looking for, visit our careers page to check out all our exciting opportunities.  


EEOC Employer

We're proud to be an Equal Opportunity Employer, and we celebrate our employees' differences, including race, color, religion, gender identity, national origin, age, military service eligibility, veteran status, sexual orientation, marital status, disability, and any other protected classes. Difference makes us stronger and better - together.



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  • Location
    London, London, City of
  • Department
    Customer Service
  • Employment Type
    Full-Time
  • Minimum Experience
    Mid-level