About the role

Service Operations Associate overseeing workforce planning and scheduling for Lyka's Customer Care team. Contributing to operational coverage and efficiency in a growing pet wellness company.

Responsibilities

Analyse historical volume trends (across all channels: phones, live chat and emails and risks: seasonal trends, campaigns, etc.) and provide forward-looking recommendations
Support people planning during budgeting cycles
Build and maintain roster for the full team (we use Rippling for rostering)
Build and maintain weekly schedules of task allocations for the team
Allocate channel coverage based on forecasted demand and to minimise idle time
Adjust schedules around public holidays, leave, training, and project commitments
Support leaders and team to adhere to guidelines (around leave, meetings, etc.)
Monitor queues across channels and reallocate resources in real time
Set and maintain live monitoring standards and framework
Identify emerging trends (e.g. repeated non-adherence, re-open spikes)
Analyse data to identify insights around adherence, coaching trends and recurring behavioural patterns
Drive improvement projects to uplift all workforce operations

Experience coordinating rostering, scheduling or workforce operations in a high-growth, scale-up or mid-sized contact centre environment (where processes are evolving and tooling may not be fully automated)
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 modelling and reporting tools - Excel skills are a must!
Detail-oriented with strong pattern recognition
Confident making real-time trade-off decisions; operationally assertive, with the ability to reallocate resources when needed
Strong verbal and written communication skills, with the ability to confidently influence operational decisions and communicate trade-offs clearly
Able to work core roster of 7:30am - 3:30pm, Monday to Friday
A love of pets is a must!

Work in a fast-growing start-up, experiencing what goes behind the scenes to sustain hyper-growth for a start-up with a physical product!
Growth and Development – Lyka is growing extremely quickly, which means you will have the opportunity to experience different challenges every day and progressively acquire more responsibilities as our facility and team expands. We provide an annual L&D budget for you to continue your personal development.
Work for a sustainability focused company - we care about the health of our dogs and our planet. We’re proud to be Australia’s only carbon-negative and plastic-negative pet company and we’re always looking at ways for us improve sustainability practices.
Be part of a diverse top talent team, coming from widely different backgrounds and geographies.
Up to 18 weeks of paid parental leave top-up.
Wellbeing assistance and tools to take care of your mental and physical wellbeing so you can do your best work.
Hybrid working - 3 days per week in office. We have pet-friendly offices and industrial kitchens in Sydney and Melbourne. Onsite days are required during your onboarding.
Pupper parent support to care for your furry friends - flexible arrangements for new pets, pet-friendly offices, discounts, and financial allowance for dog training & care to help them live their best life!