Strategic Workforce Planner: Forecasting & Real-Time Ops

Pepper; Australia; Hybrid; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Hybrid work model

Parental leave policies

Gym membership

Staff loan rates

Spice Reward and Recognition Program

DE&I initiatives

Job summary

Pepper Money in Australia is seeking a Workforce Planning Analyst to support the contact centre's forecasting, scheduling and real-time management. You will partner with stakeholders to align campaigns and product changes with staffing plans.

You'll design schedules balancing business needs and agent wellbeing, drive continual improvement, and provide reporting to inform leadership decisions across the contact centre operations.

Qualifications

• Experience with Workforce Management systems and contact centre operations.
• Clear, confident communication to stakeholders at all levels.
• Collaborative mindset; works well across internal teams and external partners.
• Forecasting, scheduling and real-time management experience in a contact centre.

Responsibilities

• Forecasting with precision using historical data, trends and seasonality.
• Partner with stakeholders to incorporate campaigns, launches and changes.
• Design and maintain agent schedules balancing business needs and wellbeing.
• Monitor real-time activity and adjust resources and schedules as needed.
• Identify and implement opportunities to improve forecasting, scheduling and reporting.

Skills

Forecasting

Scheduling

Real-time management

Data analysis

Communication

Collaboration

Tools

Workforce Management (WFM) systems

Job description

Pepper Money in Australia is seeking a Workforce Planning Analyst to support the contact centre's forecasting, scheduling and real-time management. You will partner with stakeholders to align campaigns and product changes with staffing plans.

You'll design schedules balancing business needs and agent wellbeing, drive continual improvement, and provide reporting to inform leadership decisions across the contact centre operations.