Strategic Workforce Planner - Forecasting & Real-Time Ops

Pepper; New South Wales; Hybrid; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Development opportunities

Recognition program

Hybrid working model

Gym membership

Discounted health insurance

Novated leasing

Staff loan benefits

Referral bonus

Job summary

Pepper Money is hiring a Workforce Planning Analyst to support the contact centre with accurate forecasting, scheduling, real-time management and reporting. The role collaborates with stakeholders to reflect campaigns, launches and regulatory changes while balancing business needs with team welfare.

The ideal candidate will have experience with Workforce Management systems, strong analytical skills and excellent communication.

Qualifications

• Experience with Workforce Management systems.
• Understanding of contact centre operations.
• Clear, confident communication with stakeholders at all levels.
• Analytical data skills and pattern recognition.

Responsibilities

• Forecasting with precision using historical data and seasonality.
• Partnering with stakeholders to incorporate campaigns, launches and changes.
• Smart scheduling to balance business needs, employee preferences and compliance.
• Real-time performance management by monitoring live activity and reallocating resources as needed.
• Driving continuous improvement of forecasting, scheduling, and reporting processes.

Skills

Forecasting

Scheduling

Real-time mgmt

Stakeholder comms

Job description

Pepper Money is hiring a Workforce Planning Analyst to support the contact centre with accurate forecasting, scheduling, real-time management and reporting. The role collaborates with stakeholders to reflect campaigns, launches and regulatory changes while balancing business needs with team welfare.

The ideal candidate will have experience with Workforce Management systems, strong analytical skills and excellent communication.