Senior Workforce & Data Analyst

WHO WE AREFounded in 2008, Trustly is the global leader in Open Banking Payments, and the U.S. is Trustly’s fastest-growing market. Today we serve 10,000 merchants, connecting them with over 650 million consumers and 7,600 banks in over 30 countries. In 2021, we processed over $20 billion in transaction volume in our global network.
Our digital account-to-account platform redefines the speed, simplicity, and security of payments. Consumers pay for purchases by simply signing into their bank accounts, bypassing the card networks, and never leaving a merchant’s site or app – no credit card numbers or separate account setup necessary. With offices in Vitoria, Brazil, Silicon Valley in the US, and global headquarters in Stockholm, Sweden, we are a culturally diverse team.  Across Brazil, we have embraced remote work from home policy.
At Trustly, we believe that inclusion and diversity are essential foundations for building a fair and equitable society. We do not discriminate based on race, religion, ancestry, color, national origin, gender identity, sexual orientation, age, citizenship, marital status, or disability status. Our main goal is to provide a fair, welcoming, diverse environment with opportunities for all collaborators. The stages of our selection process take place online and without distinction of any kind.
It’s a great time to join Trustly as the Americas team is growing fast. If you thrive in an entrepreneurially-minded, fast-paced, casual, professional, positive, and rewarding work environment, check us out!
About the team:The services team at Trustly is here to drive awesome customer experiences across customer integrations and support. The team's mission is to deliver services that eliminate friction, and champion growth via the customer experience. We are customer obsessed to deliver the best experiences in every team.

What you'll do:

• Build & manage the forecasting & staffing models to maximize resource capacity for multi-channel inbound operations & other service teams as needed.
• Collaborate with leaders to build reports or complete adhoc analysis (Excel & Tableau) to meet the needs of the business.
• Analyze data using statistical methods when appropriate.
• Track key performance metrics and make recommendations to improve service operations with a compelling story
• Experience designing & implementing A/B tests with the ability to support & guide the team to ensure quality test results are achieved
• Partnering with key stakeholders, especially finance, to gather relevant inputs that impact the operations of the services teams and updating models where needed.
• Conduct real-time monitoring of service levels and incoming workloads to influence change to drive to desired outcomes.
• Effectively support operational initiatives and flexing when needed.

Who you are:

• Solid and direct experience with workforce planning
• Strong written and verbal English skills
• Advanced Excel knowledge & skills
• Experience building reports in Tableau
• Strong analytical and math skills to build workforce models that work for the services teams
• Experience with handling data to facilitate decision making, ensuring accuracy of the data but also presenting the data to highlight findings, and moving people to action
• Strong judgment and decision-making skills
• Effective communication, interpersonal and negotiation skills
• Demonstrated supportive, collaborative and problem-solving attitude

Our perks and benefits:

• Bradesco health and dental plan, for you and your dependents, with no co-payment cos
• Sulamérica life insurance with differentiated coverage
• Meal voucher and supermarket voucher
• Gympass - Platform that gives access to spaces for physical activities and online classes
• Online labor gymnastics
• Trustly Club - Discount at educational institutions and partner stores
• Monthly happy hours with iFood coupon - We hire a band to do an exclusive show for us!
• English Program - Here you have space to develop your English, and you can choose an Online Platform or English Classes in company
• Extended maternity and paternity leave
• Birthday off;
• Flexible hours/Home Office - our culture is remote-first! You can work in every city in Brazil
• Welcome Kit - We work with Apple equipment (Macbook Pro, iPhone) and we send many more treats! Spoiler alert: Equipment can be purchased by you according to internal criteria!
• Annual premium - As a member of our team, you are eligible to receive an annual bonus, at the company's discretion, based on the achievement of our KPI's.
• Referral Program - If you refer a candidate and we hire the person, you will receive a reward for that!

#LIRemote#LI-FABIANATRUSTLY

At Trustly, we embrace and celebrate diversity of all forms and the value it brings to our employees and customers. We are proud and committed to being an Equal Opportunity Employer and believe an open and inclusive environment enables people to do their best work.  All decisions regarding hiring, advancement, and any other aspects of employment are made solely on the basis of qualifications, merit, and business need.
Want to make a difference in a fast-growing business? Apply now!