We are looking for the pawfect Workforce Planning Analyst who will be responsible for the day-to-day management of call queues, email queues, administrative task queues and all resourcing associated with those queues to ensure delivery of the plan to achieve customer experience and performance outcomes.
About PetSure
Just as many of us now put pets at the centre of our lives, PetSure positions the welfare of pets at the heart of our business. As a pet insurance underwriter, administrator and fintech company through GapOnlyTM, we help provide a sense of security to almost half a million Australians and their pets.
Why you’ll love working at PetSure
With a career at PetSure you’ll experience:
- Choose your balance
- Onsite, our award-winning, purpose-built pet friendly office
- An inclusive and supportive culture that supports career development and flexibility, including our fully paid 18-week genderless parental leave policy
- Access to our wellbeing program which includes webinars, health checks, on site lunches and the occasional voucher if working from home
- Personal and professional development through our customised learning platform
- Paid leave for your birthday and an Enrichment Day (a day out of the office to support a cause or passion close to your heart)
- The assistance of our onsite Chief Dog Wrangler to help entertain your pooch with free parking on that day
- And because pets are at the heart of everything we do, your pet insurance is on us too
Life At PetSure
What you’ll do
The Workforce Planning Analyst will be responsible for the day-to-day management of call queues, email queues, administrative task queues and all resourcing associated with those queues to ensure delivery of the plan to achieve customer experience and performance outcomes.
Specifically, as the Workforce Planning Analyst you will:
- Update and maintain forecast & historical data relating to Intraday for Calls, AHT & Shrinkage
- Generate all forecast metrics inclusive of Call Volume, AHT, shrinkage and FTE Requirements forecast at intra-day, daily and weekly levels
- Ad-hoc analysis as requested by Operations Planning Manager or Stakeholders
- Ensure that the Workforce Management System (WFMS) is maintained to include all relevant details for each call type
- Identify and implement improvements & enhancements of systems and processes, where such changes will add value to the business, or increase the efficiency of the team
- Creation & management of schedules for all work types to ensure that we have the right number of people in place at the right times to ensure optimal delivery of customer experience
- Ensure that scheduling parameters are in line with business requirements, statutory obligations and individual schedule requirements
- Generate the most effective rosters possible within the limitations of available resources, service performance requirements and considerations for fair and appropriate staff working
- Provide regular ongoing analysis of schedule placement in line with business requirements
- Manage schedule changes and exceptions ensuring that required staffing levels are maintained across the day
- Share the outcome of all analysis and findings with all relevant stakeholders
- Maximize output and personal effectiveness ensuring forecasts and schedules are accurate and produced within agreed timeframes/SLAs.
What you’ll bring
- Pet parent or pet advocate
- Passionate about PetSure’s purpose
- 3+ years’ experience as a Workforce Analyst
- Experience using WFM Systems
- Strong verbal and written communication skills
- WFMS configuration/administration
Ready to chase your dream?
We’d love to hear from you! Please send your resume and cover letter via the form below.
PetSure is a pet friendly environment and welcomes dogs and cats in the workplace. It is the policy of PetSure that all new employees consent to a background check.
