Senior Manager, Workforce Optimisation



Before we dive into the role, let’s talk about flexibility. Our Zipsters can choose where and when they work by taking full advantage of our hybrid-work environment. So whether you’re mostly remote, mostly in the office or a mix of the two, you’ll be empowered to do whatever brings out your best.

About us

We are Zip, a global Buy Now, Pay Later company providing fair and seamless solutions that simplify how millions of people pay. Our journey began in Australia, has taken us to 13 countries (so far) - and we’re just getting started.

We exist to create a world where people can live fearlessly today, knowing they’re in control of tomorrow. Focused on product innovation that puts people at the centre, we put the financial well-being of our customers and merchant partners at the heart of everything that we do.

Senior Manager, Workforce Optimisation will be a people focused leader, responsible for delivering automation and data-driven business solutions which integrate our contact centre technologies and analytics with best practice processes to create a world class contact centre.   

This role will raise the bar to deliver our service promise to create truly great customer experiences that surprises and delights our customers within every interaction, every day.

The Manager, Workforce Optimisation will deliver the voice of our customer to the business by using contact centre technology, data and insights to ensure we maximise the skills of our workforce to drive exceptional customer experience and maintain a high level of agent engagement and retention.

What you will own and support:

  • Work with the CX senior leadership to develop strategies to deliver optimised omni-channel initiatives that address key factors that result in achieving key metrics, improve business outcomes and operational efficiencies and the best customer experience
  • Collaborate with CX senior leadership using analytics and reporting to provide actionable insights on strategic and tactical business initiatives and improve delivery, process and product
  • Develop and review CX key team metrics and SLAs to deliver an exceptional customer service experience
  • Management of a team of CX and workforce analysts to monitor staff forecasting and planning and real-time support and oversight.
  • Prepare and present weekly and monthly reporting relating to customer contact volume and key performance metrics
  • Presenting resourcing proposals and scenarios for the best utilisation of agents in the short, mid and long term to increase capacity and/or reduce cost
  • Resourcing, planning and scheduling of our agent workforce based in Sydney
  • Ensure compliance to all company and regulatory guidelines
  • Drive a continuous improvement culture by reviewing and challenging processes and add value through the provision of analysis on trends and volume forecasts to identify opportunities for continuous improvement 
  • Provide leadership and direction on customer channel management during technical incident management
  • An ability to apply and communicate through a customer service lens and anticipate workforce needs
  • An interest in building a future forward contact centre with new technologies and best practices processes
  • Act as a voice for our customer reporting on user experiences with an ability to apply and communicate customer satisfaction data through a customer service lens
  • Lead a data driven approach to our workforce resourcing strategy

To help us level up, you will bring:

  • 2+ years of people leadership experience
  • 3+ years of workforce management experience within a contact centre environment
  • Experience with a range of platforms (CRM, IVR and workforce management systems): Zendesk, Amazon Connect and Playvox (previously Agyletime)
  • Experience within the fintech, banking and finance or insurance sectors 
  • Subject matter expert in workforce planning including extensive knowledge in workforce planning principles
  • Ability to influence management business decisions
  • Extensive knowledge of scheduling strategies required to support inbound forecast demands across modern care channels including phone, email, chat, social media
  • A data-driven mindset with strong analytical and problem solving skills 
  • Confident communicator who is able to influence inform stakeholders with insights
  • Experience interpreting, visualising and communicating NPS, CSAT and customer survey/review data
  • Ability to evaluate and improve service delivery processes
  • Ability to build strong and supportive cross functional relationships
We’re proud to be a values-led business. They guide us in everything we do - how we work together and create game-changing experiences for our customers and fellow Zipsters.

If you only meet some of the requirements for this role, that's okay. We value a diverse range of backgrounds and ideas and believe this is fundamental for our future success. So, if you have the curiosity to learn and the willingness to teach what you know, we'd love to hear from you.

We pride ourselves on creating an inclusive workplace that provides equal opportunities to all persons regardless of their age, cultural background, sexual orientation, gender identity and expression, disability, veteran status, or anything else.

What’s in it for you?

As a Zipster, you’ll enjoy heaps of unique perks and benefits to support you at work and beyond. Here’s just a taste of what you can expect when you join the #Zipfam!

- Flexible working culture, giving you the choice on how and where you work
- Funding and up to 2 days leave for your professional development
- 25 days paid leave annually, including birthday leave and quarterly wellbeing days
- 16 weeks paid parental leave for primary carers, and 4 weeks for supporting carers
- Family support policies including miscarriage bereavement leave and domestic violence leave
- Mental health and wellbeing initiatives, including $299 annual wellbeing allowance, free fitness classes, and discounted gym membership
- 2 days paid volunteering leave per year
- Fee-free Zip products, and discounts with Zip merchant partners (AU)
- Share incentive programs, to give you skin in the game
- Team social events, epic offices, free breakfast daily, and weekly free lunches (Sydney)

We want to make sure our recruitment processes are accessible and inclusive for all people. If there's any adjustments that need to be made to ensure you have a fair and equal experience in our recruitment process please let your Talent Acquisition Partner know. We are also a proud 2022 Circle Back initiative employer and commit to respond to every applicant.

Join us on our mission to be the first payment choice, everywhere and every day.
  • Sydney
  • Full-Time
  • Customer Experience
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