Capacity Planner - Customer Operations

About Marshmallow

We started Marshmallow when we found out how unfair insurance prices are for people who move to the UK. All because the industry hasn’t given this huge cohort of people a second’s thought, and isn’t set up to price them properly. 

We saw an opportunity to do things differently, so we made it our mission to back the ones who step outside the norm. Since we started, we’ve helped 100,000s of people get a fairer deal on their car insurance. Using technology, we serve people that are often overlooked by financial services companies, solving important problems for people who need it most. 

We know there are millions of marginalised customers out there. And we know that they face unique problems that most companies aren’t even aware of. We believe that our future is helping these people by learning about their experiences, and building our company around their needs. And there are strong signs that there’s a need for a company like us. Earlier this year we hit profitability, which is a huge milestone, but the most exciting thing is that we’re only just getting started.

How we work

We’re really proud of the culture we’ve created. We push for progress every day, because we know that we’ll only hit big milestones by taking lots of smaller steps. We’re always open to helping our team mates, sharing our ideas, experience and knowledge to solve problems together. We take risks, think creatively and experiment relentlessly to meet our customer’s needs, and never pass blame when things go wrong. We encourage people at all levels to take ownership of their work, and to be bold in challenging how we do things. Everyone has a voice and the opportunity to make an impact. 

And autonomy and ownership are only possible with clear direction. That’s why we collaborate to do in-depth planning twice a year, and make sure we leave with clear goals and objectives that flow from top to bottom. To make sure we’re as aligned as possible across functions, most of our work rolls up into four tribes; Acquisition, Retention, Claims and Pricing, Underwriting & Fraud. Each tribe has multiple teams embedded in it, working cross-functionally to do great work.

We’re so excited for all of the challenges up ahead, and we need more people to help us tackle them! If life at Marshmallow sounds like it could be for you, explore our culture handbook or read our blog to find out more.

Please note - internally, the job title used for this role will be Workforce Planner.

Workforce Planning Team

We're aiming to build our future resource planning team who will be responsible to create our resourcing framework, maintain the right utilisation of resources, provide early warnings for stakeholders around identified capacity gaps and assist the Customer Operations with long-term strategic headcount planning. We are looking for a Resource Planner to join our current team. The ideal candidate has strong experience in this field with expertise in workforce planning and data analysis. You will be reporting to our Resource Planner Team Lead and will be closely working together with our operational teams key stakeholders across the business.

What you’ll be doing

• Create and manage monthly schedules for L1-L2-L3 agents across operational teams

• Shift the scheduling approach from reactive scheduling to proactive, long-term planning, ensuring shifts are published at least 1 month in advance.

• Lead planning efforts for key dates such as bank holidays (e.g. Easter, Christmas)

• Handle in-day requests from agents and make decisions regarding annual leave utilization

• Participate in forecasting and long-term planning projects, gaining experience in calculating headcount requirements and identifying potential gaps and risks.

• Conduct monthly risk analysis to assess current volume versus headcount capacity, highlighting inefficiencies and resource gaps, and present it to the operational leadership.

• Monitor real-time agent adherence and inbox management to ensure optimal performance and proactivity.

Who you are

• Proven experience in customer service, including 2+ years in a role focused on schedule coordination within a fast-paced contact center.

• Thrives in a dynamic, fast-paced environment with adaptability to change.

• A creative thinker with a talent for innovative problem-solving.

• Capable of balancing both hands-on tasks and strategic planning.

• Confident in speaking up and challenging decisions when operational stability is at risk due to urgency.

• Takes ownership of resource planning, ensuring transparency about the needs required for effective performance.

• Possesses strong communication skills to clearly express needs and manage expectations.

• A trusted point of contact for operational managers, ensuring transparency to meet goals and responsibilities.

• Knowledge of European employment laws and workforce compliance is an asset but not a requirement.

Perks of the job

• Flexi-office working – Spend at least 2 days a week with your team in our Budapest office. The rest is up to you! 🏠

• Learning and development – Personal budgets for books and training courses to help you grow in your role. Plus 2 days a year - on us! - to further your skillset 🤓

• Mental wellbeing support – Access therapy and mental health sessions through Oliva 💚

• Competitive bonus scheme - designed to reward and recognise high performance 🌟

• SZÉP card - Budget to spend on meals, leisure and accommodation 🏝

• Sabbatical Leave - Get a 4-week fully paid sabbatical after being with us for 4 years 🌴

• Work From Anywhere - 4 weeks work from anywhere to use, with no need to come to the office ✈️

• Medicover Blue package - An exclusive pass to top-notch healthcare services🩺

• All You Can Move membership OR Monthly BKK pass - Unleashing your inner fitness guru or having a hassle-free commute - we've got you covered! 🤝

Plus a monthly team social budget, bi-weekly office lunches and Office tea, coffee and snacks!

Our Process

We break it up into 3 stages:

• Initial call with one member of our Talent Acquisition team (45 mins)

• A short task

• A technical & culture interview with two People from our Operations Team (80 mins)

Everyone belongs at Marshmallow

At Marshmallow, we want to hire people from all walks of life with the passion and skills needed to help us achieve our company mission. To do that, we're committed to hiring without judgement, prejudice or bias.

We encourage everyone to apply for our open roles. Gender identity, race, ethnicity, sexual orientation, age or background does not affect how we process job applications.

We're working hard to build an inclusive culture that empowers our people to do their best work, have fun and feel that they belong.

Recruitment privacy policy

We take privacy seriously here at Marshmallow. Our Recruitment privacy notice explains how we process and handle your personal data. To find out more please view it here.