Contact Centre Forecasting & Scheduling Lead (Hybrid)

Pepper Money Limited; Australia; Hybrid; AUD 85,000 - 120,000; Full time

Benefits offered by this job

Development opportunities

Recognition program

Hybrid working model

Health and wealth benefits

Referral bonus

Job summary

Pepper Money Limited is seeking a Workforce Planning Analyst to support the contact centre through accurate forecasting, scheduling, real-time management and reporting. The role requires partnering with stakeholders and driving improvements across forecasting and reporting processes.

We value clear communication, collaboration across teams and hands-on experience with Workforce Management systems within a contact centre.

Qualifications

• Experience with Workforce Management systems and contact centre operations.
• Excellent communication and ability to present complex data clearly.
• Proven ability to forecast, schedule and manage real-time contact centre performance.

Responsibilities

• Forecasting with precision using historical data and trends.
• Partner with stakeholders on campaigns and product launches impacting forecasts.
• Design and maintain agent schedules balancing business needs and compliance.
• Monitor live contact centre activity and reallocate resources as needed.
• Identify opportunities to improve forecasting, scheduling and reporting processes.

Skills

Forecasting

Scheduling

Real-time mgmt

Data analysis

Stakeholder comms

Job description

Pepper Money Limited is seeking a Workforce Planning Analyst to support the contact centre through accurate forecasting, scheduling, real-time management and reporting. The role requires partnering with stakeholders and driving improvements across forecasting and reporting processes.

We value clear communication, collaboration across teams and hands-on experience with Workforce Management systems within a contact centre.