We Dream. We Design. We Deliver.
Join hummgroup, one of Australasia’s most successful and enduring non-bank financial services institutions. We specialise in fast, easy finance with a market-leading range of business asset finance, credit cards and point of sale payment plan solutions designed around the core needs of today’s businesses and retail consumers. Come join our team and be a part of our next chapter of innovation and growth.
What's so exciting about this role?
This role sits within our Operations Business Unit, you will be working in the Workforce Optimisation Team who are dedicated to enabling our frontline teams to support our customers. We support multiple channels, across Auckland, Adelaide, Sydney 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 hummgroup.
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:
- Analyse historical call volume and customer interaction data for Voice, Chat, and Email channels across Customer Service, Collections, Fraud, Lending, and Sales
- Develop short-term, medium-term, and long-term forecasts for call volumes, chat, email, and other service channels.
- Regularly review and update forecasting methodologies based on new data or changing business requirements.
- Provide FTE recommendations for future requirements to assist with yearly contact center budget cycles.
- Collaborate with the business to determine staffing requirements based on forecasted demand.
- Assist in developing shift schedules, rosters, and agent allocation using Genesys Cloud, ensuring optimal coverage and adherence to SLAs for minor business units.
- Provide actionable insights for shift planning, agent scheduling, and resource allocation to meet SLAs and minimize over/understaffing.
- Track forecast accuracy and variance to continuously refine forecasting models.
- Generate regular reports and presentations on forecast accuracy, service level attainment, and workforce performance.
- Provide recommendations for improving operational efficiency based on forecast data.
- Leverage Genesys Cloud to generate workforce performance reports and ensure accurate alignment of resources.
- Recommend process improvements for data collection, reporting, and forecasting activities.
- Continuously optimise the use of Genesys WFM for workforce planning and scheduling efficiency.
- Ensure Genesys is fit for purpose and optimised by understanding call flows, Genesys Architect, and other backend Genesys functionality.
Who will thrive in this role?
You are a 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 brings:
- Minimum of 3 years’ experience in similar role with exposure to budget management, multiple working groups, forecasting (short/medium/long term), FTE planning 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.
- Demonstrated knowledge and experience with workforce management platforms (we use Genesys Cloud at humm group).
- Sound knowledge of building reports in PowerBI
Working at hummgroup
We embrace flexible working arrangements, ensuring a genuine work-life balance and a fun, vibrant inclusive culture that embraces diverse perspectives and values the unique contributions of each of our team through our behaviours Leadership - Accountability - Collaboration - Commerciality.
We invite candidates of all gender expressions, ethnicities, ages, and other culturally diverse groups to apply. We are committed to making reasonable adjustments to provide a positive, barrier-free recruitment process and welcoming and supportive environment where all our people can thrive.
If this sounds like the opportunity, you have been looking for then apply today!