Strategic Workforce Planner – Forecasting & Real-Time Ops

Pepper Group; Sydney; Hybrid; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Development opportunities

Recognition program

DEI initiatives

Hybrid work model

Parental leave

Purchased leave

Gym membership

Health insurance discounts

Novated leasing

Staff loan rates

Referral bonus

Job summary

Pepper Money is seeking a Workforce Planning Analyst to support the effective operation of our contact centre. You will deliver accurate forecasting, scheduling, real-time management and reporting to help drive customer outcomes and operational efficiency.

Collaborating with stakeholders to reflect campaigns, product launches and regulatory changes, you will design agent schedules that balance business needs with staff wellbeing, while identifying opportunities for continuous improvement.

Qualifications

• Clear, confident communication with stakeholders at all levels.
• Collaborative mindset in cross-functional environments.
• Hands-on forecasting, scheduling and real-time management in contact centres.
• Ability to analyse complex data and identify patterns.

Responsibilities

• Forecasting with precision using historical data, trends and seasonality.
• Partner with stakeholders to factor campaigns, product launches and regulatory changes.
• Design and maintain agent schedules balancing business needs and preferences.
• Monitor real-time contact centre activity and adjust resources and schedules accordingly.
• Identify opportunities to improve forecasting, scheduling and reporting processes.

Skills

Forecasting

Scheduling

Real-time management

Analytical thinking

Stakeholder communication

WFM systems

Tools

WFM systems

Job description

Pepper Money is seeking a Workforce Planning Analyst to support the effective operation of our contact centre. You will deliver accurate forecasting, scheduling, real-time management and reporting to help drive customer outcomes and operational efficiency.

Collaborating with stakeholders to reflect campaigns, product launches and regulatory changes, you will design agent schedules that balance business needs with staff wellbeing, while identifying opportunities for continuous improvement.