Workforce Planning Analyst

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 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.

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.