Join a movement in which everyone can win. We started a movement in which everyone can win – shoppers, retailers, society and every person on our team. To play fair, trust people and reward them for doing the right thing. We see and feel the impact of our work as more and more people gain financial freedom and retailers grow across the globe.

Founded five years ago in Sydney, Australia, Afterpay has millions of active customers globally and is offered at the world’s best retailers around the world including Anthropologie, Revolve, DSW, GOAT, Finish Line, Levi’s, Mac Cosmetics, Ray-Ban and many others. Afterpay is on a mission to power an economy in which everyone wins.

Afterpay is completely free for customers who pay on time – helping people spend responsibly without incurring interest, fees or extended debt. Afterpay empowers customers to access the things they want and need, while still allowing them to maintain financial wellness and control, by splitting payments in four, for both online and in-store purchases. Afterpay is deeply committed to delivering positive outcomes for customers. We are focused on supporting our community of shoppers.

We trust in the next generation and share a vision of a more accessible and sustainable world in which people are rewarded for doing the right thing.

The Opportunity 

Afterpay’s ambition is to become the world’s favorite way to pay for what we call life’s little essentials – a new way of purchasing designed for and around our customers’ interests.

The purpose of the Workforce Planning Regional lead is to support and assist to ensure all front line operations teams deliver Service Excellence by achieving their goals and targets, some not all being AHT, ASA and SL metrics in a contact center environment.

Responsibilities 

The Workforce Regional Lead is an exciting and fast-paced role, in a growing fintech company. The successful candidate will ensure strong service delivery across both our digital and voice channels by monitoring and evaluating the performance of others. 

With exceptional analytical and planning skills you will drive continual improvement across everything we do; monitoring and evaluating the customer experience to reduce variance in experience, preparation of short/mid and long-range plans, foster a strong partnership with internal stakeholders and external suppliers alike to further build the Afterpay way across the globe.

Commercial acumen is part of your makeup, enabling you to track, measure, recommend and execute improvements through data and reporting insights.

A key indicator of success is increased efficiency across operations

You will establish and maintain strong supplier delivery/accountability for performance through a variety of outsource partners’:

- Customer Service

- Service Excellence

- Finance team

- Risk team

- Functional leads

- Third-party suppliers

We are much more than our job descriptions, but here’s where you will begin….

As Afterpay’s Workforce Regional Lead, you’ll ...

- Build, implement and manage workforce plans to support the global operation catering to our inhouse and outsourced partnerships

- Provide short /mid and long-range plans to ensure on-budget delivery of workforce teams to continually excel in Service Delivery.

- Maintain and monitor our core WFM tool Playvox to identify and rectify any Real-time alarms, out of adherence, staff not logged out or leave not applied to the roster, moving staff from voice to digital, and/or work on other areas of work that require to be kept in an SLA timeframe.

- A strong understanding of quality levers, the ability to dissect performance trends and transfer insights into actionable execution plans. 

- Drive Great results from Front line staff and Team Leaders by ensuring that we have the right people in the right place doing the right thing at the right time.

- Lead a small team of Real-time analysts and schedules to achieve optimized rosters for the workforce

- Drive and lead conversations with BPO’s for hiring, attrition, and capacity planning conversations.

- Drive and lead conversations with the finance partner to deliver under budget headcounts while maintaining Service levels in the contact center.

- Lead a team to ensure all metrics and targets are reported on and deep drives completed.

- Drive and lead to ensure all training requests are actioned.

- Support the contact centers during BCP and help drive strong processes and improvements during and after BCP.

- Lead a team to have accurate rosters and leave requests processed and within budget targets

- Drive recommendations for the business on headcount and staffing levels

Who are you? (Qualifications) 

Like us, you’ll be deeply committed to delivering positive outcomes for customers and passionate about shaping the future of Afterpay.

Experience: 

- 5+ years’ experience as a senior Workforce Planner

- 3+ years’ experience as a leader in Workforce Planning

- Working in a contact center environment for a Financial Institution

- Working remotely and your team and not in the same country

- Working with BPO’s and onshore and offshore staffing.

- Headcount requirements and capacity planning 2+ years

- Leading a small team in Workforce planning or a Senior Planner ready to make the next step.

Other:

- Other tasks and ad hoc projects within the scope of the role may be required from time to time

- It is the responsibility of all employees to maintain a safe working environment, including adherence to Health and Safety (OHS) policy and any other OHS directives given to you. You are required to use common sense and a focus on safety in all activities in the workplace to ensure your safety and that of those around you.

Attributes: 

- Possess strong presentation, communication, ability to demonstrate sound reasoning and judgment. Ultimately is team-oriented. 

- Ability to exercise discretion and independent decision-making.

- Strong ability to multi-task and work under time constraints to meet project deadlines.

- Excellent attention to detail and accuracy

- Strong communication skills, both written

- Strong facilitation and negotiation skills at all levels of the Organization

- Self-starter

- Mature and people-oriented approach

Other Characteristics: 

- Energetic, positive, transparent and engaging with a natural skill for developing relationships both internally and externally

- A sharp, rigorous thinker who can operate successfully among very bright, progressive, and charismatic people. 

- Proactive and influential; someone who instinctively knows what needs to be done and rallies colleagues to get things accomplished.

You’ll have a passion for ….

You like to keep it real with your actions, be brave with your decisions, do the right thing for all our stakeholders, and shape the future with excitement.

How we reward you. We have a pay for performance culture so you can expect to be rewarded for high performance. We pride ourselves on fairness and offer a competitive total reward package made up of salary, incentives and benefits including the opportunity to enroll in our share matching plan. 

We have a strong focus on health and wellbeing at Afterpay as we aim to support you to succeed in both your career and personal lives, such as providing employees with a corporate membership to Headspace. We offer a wide range of insurance programs so you have the flexibility to choose what is best for you. Afterpay covers 100% of the employee cost and 75% of the cost of your dependents. 

We value diversity and a collaborative and inclusive environment where everyone feels they belong is important to us.

How to Apply: We don’t know what the future holds. That’s the exciting part; we show up and make it happen. If you’re brave, if you’re committed to doing the right thing and excited by this opportunity, click apply now!

Afterpay is continuing to hire for all open roles with all interviewing and on-boarding done virtually due to COVID-19. All new team members, in addition to current staff, will temporarily work from home until it is safe to return to our offices.