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.