Workforce Planning Analyst

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

Who We Are

At Pepper Money, we've spent more than 26 years helping people achieve their goals. Today, we're one of Australia and New Zealand's leading non-bank lenders, supporting more than half a million customers with a range of lending solutions. While we're proud of our growth and success, it's our people, partnerships and willingness to do things differently that continue to drive us forward.

The Role

The purpose of the Workforce Planning Analyst role is to play a critical role in supporting the effective operation of the contact centre. The role is seen as an all-rounder as you will be responsible for delivering accurate forecasting, scheduling, real-time management, and reporting.

• Forecasting with precision: Use historical data, trends, and seasonal insights to sharpen our operations centre forecasts and drive smarter decisions.
• Partnering for impact: Work closely with business stakeholders to factor in upcoming campaigns, product launches, and regulatory changes - ensuring our forecasts stay ahead of the curve.
• Smart scheduling: Design and maintain agent schedules that strike the right balance between business needs, employee preferences, and compliance requirements.
• Real-time performance management: Keep a close eye on live contact centre activity, responding quickly to gaps by reallocating resources and adjusting schedules on the fly.
• Driving continuous improvement: Identify and implement opportunities to enhance our forecasting, scheduling, and reporting processes - because we're always looking to do better.

About you

We're looking for someone with previous Workforce Management systems experience and a demonstrated understanding of contact centre operations.

• Clear, confident communication: You know how to present complex information in a way that makes sense to stakeholders at all levels.
• Collaborative mindset: You thrive in cross-functional environments, working seamlessly with internal teams and external partners.
• Workforce planning expertise:You've got hands-on experience in forecasting, scheduling, and real-time management within a contact centre setting.
• Analytical strength: You're comfortable diving into complex datasets, spotting patterns, and solving problems with precision.

Our values guide how we work, make decisions and support each other.

Can Do:

We look for better ways of doing things and work together to deliver great outcomes.

Balanced:

We set our customers up for success, crafting win-win outcomes that are both human and profitable.

Real:

We keep it honest and respect everyone, building genuine connections.

Our Benefits

We know that great work happens when people feel supported. That's why we offer benefits that help you grow your career, recognise your contribution and support your wellbeing, whatever stage of life you're in. Here's a snapshot of what you'll find at Pepper:

• Development: a full suite of development opportunities and a great team to learn from
• Recognition: Celebrate efforts with our Spice Reward and Recognition Program and diversity through our DE&I initiatives
• Flexibility: Embrace our hybrid working model, flexible parental leave policies and purchased leave options
• Health and Wealth: Free gym membership, discounted health insurance policies, novated leasing and staff loan rates to manage your mind, body and wallet!
• Referral Bonus: Earn $2000 for referring great people.

If this role sounds like it's for you and you have experience in tackling some of the day-to-day tasks, we want to hear from you.

For more information on Pepper visit www.peppermoney.com.au.

At Pepper, we're proud of the inclusive and diverse workplace we've built over the past 26 years. Creating a culture where people feel respected, supported and able to be themselves is part of who we are. It's reflected in our values, our people practices, and the way we work together every day.