Luno
Finance / FinServ
WorkforceAnalyst
“Workforce Analyst at Luno. Skills: Workforce Management, forecasting, scheduling, capacity planning, data analysis. create, maintain, and continuously improve schedules and forecasts. use analytical expertise and scenario-based thinking to help Luno stay ahead of changing customer behaviors and global crypto trends”
What You'll Achieve.
enablement of achievement of service-level goals; ensuring the best possible experience for both customers and our Customer Success teams; stay ahead of changing customer behaviors and global crypto trends; ensure our plans are flexible, data-informed, and future-ready; translate data into clear operational decisions; shape how we work today and how we plan for tomorrow; ensure we are operationally prepared for varying demand scenarios; identify opportunities for improved coverage, productivity, and cost efficiency; enhance flexibility and responsiveness to market and business changes; making actionable recommendations; ensure optimal staffing balance; greater accuracy and agility; linking crypto market activity and customer engagement trends to potential demand impacts; help stakeholders quickly understand performance trends and planning outcomes; schedule optimization; forecasting precision; global capacity alignment
Industry & Context.
analytical problem solver; problem-solving skills
What They're Looking For.
Must Have
2+ years Workforce Management experience, analytical background with the ability to translate complex data into actionable insights and recommendations, Experience using forecasting and scheduling tools, proficiency in Google Sheets, Excel, or BI tools (e. g. Looker), Demonstrated ability to plan for different operational scenarios and model the impact of business or market changes, Collaborative mindset — comfortable engaging with stakeholders at all levels to align plans and drive improvements, Detail-oriented and proactive with excellent problem-solving, time management, and communication skills, Adaptable to change, resilient under pressure, and passionate about improving processes and finding smarter ways of working
Nice to Have
preferably in a multi-region or high-growth environment
What You'll Do.
and continuously improve schedules and forecasts
use analytical expertise and scenario-based thinking to help Luno stay ahead of changing customer behaviors and global crypto trends
Serving as a subject-matter expert on workforce optimisation and capacity planning
Ensuring service level targets are consistently achieved through accurate forecasting
and proactive planning
Building and maintaining forecasting models that account for historical data
and external market factors
Developing scenario-based plans to anticipate potential surges
and improving our scheduling software and workforce tools
Conducting data analysis to identify opportunities for improved coverage
Collaborating with Customer Success leadership and Team Leads to review scheduling effectiveness and adjust approaches
Reporting on key workforce metrics such as Service Level
and providing insights and recommendations
Continuously reviewing and refining WFM processes to enhance flexibility and responsiveness
Monitoring intraday performance
identifying real-time risks or opportunities
and making actionable recommendations
Maintaining and approving time-off requests
and managing non-productive time
How You'll Work.
Team & Collaboration
Collaborating closely with Customer Success leadership and global WFM peers to ensure our plans are flexible, data-informed, and future-ready; Collaborating with Customer Success leadership and Team Leads to review scheduling effectiveness and adjust approaches based on feedback, performance trends, and evolving customer needs; Build partnerships with the Customer Success and WFM teams across regions to understand operational needs and planning nuances; engaging with stakeholders at all levels to align plans and drive improvements
Communication Scope
communication skills
Applying for this Workforce Analyst role?
Most applicants get filtered before a human reads their resume. See if yours makes the cut.
How to Apply on Greenhouse
- Create a Greenhouse profile before applying — it saves time across multiple applications.
- Upload your resume as a PDF; the parser handles it better than Word.
- Answer all knockout questions carefully — wrong answers auto-reject before a human sees you.
- Enable email notifications to track application status in real time.
ANONYMOUS · UNFILTERED
What do employees actually say about Luno?
Real rants from real employees. Read before you apply.