Workforce Optimisation Analyst

**Work options**: Hybrid

You’ve got a life, we get it At hummgroup we offer a blended approach to working that gives you the flexibility to work at home or in the office depending what you have on. We just ask that you keep our customers front of mind at all times and that you get together with your team in-person at least twice a week to connect and collaborate (and attend our #instaworthy events). The rest is open for discussion.
- Hands on role supporting teams in Auckland, Adelaide and Manila
- Fun, collaborative team environment
- Flexible working with work from home and back to base days

**We Dream. We Design. We Deliver.**

This is the place where you’ll be hands on. Where new ideas are welcomed and expected.

At every level and in every role we’re doers and builders. Not managers and minders.

**humm**group (ASX-HUM) is one of Australasia’s most successful and enduring fintech organisations with a proud legacy of rewriting the playbook for digital spending. We help people buy everything, everywhere, every day. Our product ecosystem of buy now pay later, credit cards and business financing products has been designed around the core needs of today's shoppers, retailers, and small and medium enterprises.

**What's so exciting about this role?**

This role sits within our workforce optimisation team who are dedicated to enabling our frontline teams to support our customers. We support multiple channels, across Auckland, Adelaide and Manila. We are a tight-knit and collaborative team who produce great work to inform operational effectiveness.

In this role, you will provide analysis and insights on Contact Centre performance to optimise our people and our customer’s experience with Humm.

**What Does An Average Day Look Like?**

No day is average at **humm **but here’s an idea of what you can expect to do in this role:

- Drive a philosophy of continuous improvement through identifying opportunities to modify current ways of working and ensuring that service expectations are met.
- Collaborate, inform, and educate your stakeholders on best-practice WFM and its associated outcomes for the business.
- Performance management analysis and reporting, which may include
- Preparing data to track performance and outcomes across all channels, on a daily, weekly, monthly rolled basis, or ad hoc as required.
- Prepare and maintain forecasts to ensure targets are met, including reforecasting where required to ensure volumes and staffing requirements are met, on both regular and ad hoc basis.
- Maintain accurate employee files within the workforce planning system.
- Review contact centre trends to provide recommendations and provide ongoing reporting regarding trends, opportunities, and outcomes against forecast.
- Provide recommendations for new projects and initiatives for staffing requirements to support business initiatives.

**Who will thrive in this role?**

You are workforce superstar. Never losing sight of why we’re here, you will maintain a customer lens on all that you do and thrive in a fast-paced environment and work with everyone to get things done.

We are also looking for someone who bring:

- Minimum of 3 years’ experience in similar role with exposure to budget management, multiple working groups, forecasting and rostering for a multi-skilled environment
- Strong communication skills both written and verbal, for end users and key stake holders.
- Sound ability to analyse, isolate and interpret business needs and develop appropriate technical solutions.
- A positive can-do attitude, you’re able to roll up your sleeves to get the job done.
- A demonstrated ability to give and receive constructive feedback.
- Willingness to undertake additional projects and responsibilities from time to time.
- MS Excel proficiency, preferably intermediate level preferred at minimum.
- Proven experience in roster management and scheduling.
- Demonstrated knowledge and experience with workforce management platforms (we use Genesys Cloud at humm group)
- Sound knowledge of building reports in PowerBI

**Why humm with us?**

hummgroup embraces flexible working arrangements, ensuring a genuine work-life balance and fun, vibrant culture. We are a team of highly engaged and high performing people, all intent on revolutionising the way people pay.