Service Operations Associate (Workforce Planning)

TL;DR

Service Operations Associate (Workforce Planning): Owning day-to-day workforce planning, scheduling, and real-time operational coverage for the Customer Care team with an accent on analyzing historical volume trends, building rosters, and reallocating resources in real-time. Focus on supporting people planning during budgeting cycles, adjusting schedules around commitments, and driving improvement projects for workforce operations.

Location: Hybrid working with 3 days per week in office required in Sydney or Melbourne, Australia. Onsite days are required during your onboarding.

Company

hirify.global is an Australian pet wellness company dedicated to increasing the lifespan of dogs and cats through nutritionally balanced, wholefood meals delivered direct to doors.

What you will do

• Analyze historical volume trends (across phones, live chat, and emails) and provide forward-looking recommendations for strategic workforce planning.
• Build and maintain rosters and weekly schedules for the full team, allocating channel coverage based on forecasted demand.
• Adjust schedules around public holidays, leave, training, and project commitments.
• Monitor queues across channels and reallocate resources in real-time, setting and maintaining live monitoring standards.
• Identify emerging trends and drive continuous improvement projects to uplift all workforce operations.

Requirements

• Experience coordinating rostering, scheduling, or workforce operations in a high-growth, scale-up, or mid-sized contact center environment.
• Comfortable operating in an environment where processes and systems are still being built and refined (hands-on, builder mindset).
• Strong analytical mindset, comfortable with data modeling and reporting tools, with strong Excel skills.
• Detail-oriented with strong pattern recognition and confident making real-time trade-off decisions.
• Strong verbal and written communication skills with the ability to confidently influence operational decisions.
• Able to work core roster of 7:30am - 3:30pm, Monday to Friday.
• A love of pets is a must.

Culture & Benefits

• Work in a fast-growing startup with opportunities for growth and development, including an annual L&D budget.
• Work for Australia’s only carbon-negative and plastic-negative pet company focused on sustainability.
• Be part of a diverse top talent team from different backgrounds and geographies.
• Up to 18 weeks of paid parental leave top-up.
• Wellbeing assistance and tools for mental and physical wellbeing.
• Hybrid working with pet-friendly offices in Sydney and Melbourne.
• Pupper parent support including flexible arrangements for new pets, discounts, and financial allowance for dog training & care.