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.
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.
The 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 Senior 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:
To help us level up, you will bring:
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?
We offer a variety of perks and benefits to support you at both work and home. Here’s a taste of what you can expect!
● Flexible working culture
● Share incentive programs
● Generous paid parental leave
● Leading family support policies
● Paid birthday and volunteering leave
● Mental health and wellbeing program
● Virtual yoga and meditation classes
● Epic office with a casual dress code
● Fun team with high-growth hustle
● Heaps of social events
Join us on our mission to be the first payment choice, everywhere and every day.