Hello there. We’re Zopa.
We started our journey back in 2005, building the first ever peer-to-peer lending company. Fast forward to 2020 and we launched Zopa Bank. A bank that listens to what our customers don’t like about finance and does the opposite. We’re redefining what it feels like to work in finance. Our vision for a new era of banking puts people front and centre — we’ve built a business that empowers everyone to aim high, every day, to move finance forward. Find out more about our fantastic offerings at Zopa.com !
We’re incredibly proud of our achievements and none of it would be possible without the amazing team here. It’s not just industry awards we’re winning, we’ve also been named in the top three UK’s Most Loved Workplaces.
If you embrace unconventional challenges, are unafraid to think differently and are driven to make an outsized impact, you’ll thrive here at Zopa, so join us, and make it count. Want to see us in action? Follow us on Instagram @zopalife
Zopa’s customer service teams support customers across a range of products. We’re looking for a Senior Real-Time Analyst to optimise performance across our in-house and outsourced contact centres. You’ll sit at the centre of live operations, monitoring performance, responding to changes in demand, and feeding insight into planning and decision-making.
A Day In The Life
- Real-time monitoring
- Own the live performance view across multiple channels and sites.
- Respond to spikes in demand or incidents by reallocating resource and adjusting priorities.
- Identify emerging trends and propose operational changes.
- Coach and support in-house and outsourced Real-Time Analysts.
- Ensure real-time performance is reflected in forecasts and staffing plans, working closely with Planning and Scheduling.
- Planning
- Work with managers and heads of department to prioritise workloads and support service and business targets.
- Highlight upcoming risks and coordinate contingency plans.
- Act as a subject matter expert across customer-facing areas to support stable day-to-day operations.
- Communication & reporting
- Act as the real-time link between operational teams and leadership.
- Lead the real-time response to high-impact incidents.
- Produce daily and weekly performance, risk and opportunity reports.
- Projects
- Lead and support projects that improve tools, reporting, and efficiency across WFM and operations.
- Help design and implement new processes to enhance real-time operations and stakeholder experience.
About You
- Significant experience in real-time operations, including managing and/or mentoring others.
- Strong technical skills, confident in Excel; experience with VBA, SQL or similar tools is an advantage.
- Able to analyse complex situations, solve problems and propose scalable solutions.
- Comfortable challenging current ways of working and suggesting improvements.
- Highly organised, able to manage multiple priorities and adapt to change.
- Strong stakeholder management and communication skills.
- Experience with automation, AI or predictive analytics is desirable.
Working pattern
Initially Monday to Friday, 09:00–17:30, focused on peak hours.
As operations grow (including 24/7 coverage), patterns may evolve (e.g. Tuesday–Saturday) to ensure appropriate real-time support.
At Zopa we value flexible ways of working.
We value face-to-face collaboration and a good work-life balance. This hybrid role requires you to come to our Manchester office 2-3 days a week. (WeWork, Dalton Place, 29 John Dalton Street, M2 6WF.)
You'll also have the option of working from abroad for up to 120 days a year!* But no matter where you are, we’ll make sure you’ve got everything you need to thrive, both in your work and home life, from day one.
- Subject to having the right to work in the country of choice
Diversity Statement
Zopa is proud to offer a workplace free from discrimination. Diversity of experience, perspectives, and backgrounds leads to better products for our customers and a unique company culture for our people. We are made up of nearly 50 nationalities, have a DE&I forum made up of Zopians wanting to make a difference and we are proud of our culture where everyone can bring their full self to work. Our approach to DE&I is reflected in our hiring process so please let us know if you require any reasonable adjustments.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
Apply now