Description Who We Are At Pepper Money, we’re dedicated to helping people succeed—whether it’s buying a family home, a dream car, developing professionally, or growing their business. We’ve become one of the largest, most trusted, and award-winning non-bank lenders in Australia and New Zealand. Over our 24 years, we’ve achieved a lot, but our proudest accomplishment is helping over half a million Australians reach their goals with our ever-expanding lending options. 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. At Pepper Money, collaboration is just as vital as your skills. Our values are the heartbeat of our success, driving everything we do: Can Do: We think outside the box and harness the power of teamwork to achieve the extraordinary. 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 At Pepper, we're dedicated to making this a fantastic place to work and supporting you every step of the way. Enjoy a values-driven, diverse environment with a leadership team that inspires success and a culture that rewards excellence. We're always finding new ways to make Pepper a place for everyone: 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 . Pepper is proud of our inclusive and diverse workplace that we have built over the last 21 years. Diversity is embedded in our people practices, the way we communicate and connect with each other, and it is recognised throughout our values.
