Workforce Management & Reporting Specialist

MeDirect is a Maltese digital bank, founded in 2004, with over 180,000 clients and operations in Malta and Belgium. We offer a wide range of financial services to both retail and corporate clients, including daily banking, savings, and corporate services.

We are always on the lookout for determined and hard-working individuals who are eager to take the next step in their career. At MeDirect, we strive to provide an exceptional employment experience, fostering growth, collaboration, and innovation

Role Overview:

The Workforce Management & Reporting Specialist supports the Wealth Support Centre by managing workforce planning, forecasting, reporting, dashboards, and performance insights.

Key Responsibilities:

Reporting & Business Analytics

• Develop and automate dashboards, reports, and management presentations.
• Analyze operational data, KPIs, service levels, productivity, quality, and client outcomes.
• Provide insights and recommendations to improve efficiency, performance, and data quality.

Workforce Management

• Prepare workload forecasts and maintain staffing models based on business demand.
• Recommend staffing levels, schedules, shift structures, and optimization opportunities.
• Coordinate workforce planning with Team Leaders and Management.

Operational Support

• Support projects, process improvements, operational changes, and budget/capacity planning.
• Maintain accurate operational records and contribute to cross-functional initiatives.

Training & Stakeholder Support

• Act as subject matter expert for workforce management, reporting tools, and forecasting concepts.
• Support stakeholders through guidance, coaching, and knowledge sharing.

Required knowledge, skills and experience:

Education

• Bachelor's degree in Business, Finance, Economics, Mathematics, Statistics, Data Analytics, or equivalent professional experience.

Experience

• Minimum 2 years of experience in workforce management, reporting & data analytics in contact centre or similar operational environment.
• Experience in banking or financial services will be considered as a plus.

Technical Skills

• Advanced Excel skills, including VBA, Pivot Tables, Power Query, data modelling, and advanced formulas.
• Knowledge of custom reports in Zendesk Analytics or analytical modules of other customer support tools (Freshdesk, ZohoDesk, etc.).
• Knowledge of workforce management tools & forecasting methods.
• Ability to analyse large datasets and translate data into actionable business insights.
• Knowledge of SQL and data visualization tools (Power BI, Tableau, etc.) will be considered as a plus.

Competencies

• Strong analytical, problem-solving, communication, and presentation skills.
• High attention to detail with the ability to manage priorities independently and collaboratively.
• Proactive mindset focused on continuous improvement and operational excellence.