Service Operations Associate (Workforce Planning)

Who are we?

Lyka is an Australian founded pet wellness company that’s shaking up an outdated industry and paving the way for happier, healthier pets. Despite medical advancements, animal lifespans are on the decline. Today, the average pet only reaches 37% of their full potential lifespan and statistics have shown us that many suffer from dental disease, cancer, and obesity. Simply put, the status quo is not enough.

As humans, we’ve experienced firsthand the positive impact fresh wholefoods can have on our health and wellbeing, and we believe our furry friends deserve the same. We're on a mission to do just that, starting with nutritionally balanced, wholefood meals delivered direct to doors around Australia. As the world’s most sustainable pet wellness company, we’re putting pets and our planet first - one bowl at a time.

Today, we are proud to share we’ve served 100 million meals to puppers and their parents across Australia, and this is just the beginning. Our vision is to create multiple nutritional products, adding disease prevention meals and supplements, and expand into new markets.

Currently, we have a team of 250+ pet-obsessed people and we're continuing to grow (yes, looking at you!). These carefully selected people are dedicated to building the next generation of technology and products to help empower pet parents to take control over their pet’s wellbeing.

To date, we have raised over $60M in funding from venture capital investors and pet industry insiders, who believe in our mission and ability to drive change in a stagnant industry, providing nutrition that nourishes puppers from the inside out.

Are you ready to shake things up and give pets the life they deserve? Come join our pack!

Our Mission

The time we share with our pets is being cut short. Despite medical advancements, they’re getting sicker earlier. They’re dying prematurely. The industry has it backwards - prioritising treating symptoms instead of addressing the root cause. That’s where we come in.

At Lyka, we take a preventative, holistic and personalised approach to pet care. We look at the full picture, factoring in the diet, lifestyle and environment of each individual animal.

We don’t stop at symptoms, instead we dig for the root cause. We create nutrition plans unique to each pet, because it’s not just about living longer, but living well too.

Our mission is to increase the lifespan of dogs and cats.

The Opportunity

Our Service Operations Associate (Workforce Planning) will own day-to-day workforce planning, scheduling, and real-time operational coverage for our Customer Care team, ensuring the right people are allocated to the right channels at the right times.

What you’ll do

Strategic workforce and capacity planning:

• 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

Rosters, scheduling and task allocations:

• 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.)

Intraday monitoring oversight:

• 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)

Continuous improvement and optimisation:

• Analyse data to identify insights around adherence, coaching trends and recurring behavioural patterns
• Drive improvement projects to uplift all workforce operations

Note: the hours of this position will be 7:30am - 3:30pm, Monday to Friday.

Requirements:
• 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!

Benefits:
• 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!

We are committed to building inclusive and diverse teams

Lyka is an equal opportunity employer devoted to providing a working environment that embraces and values diversity and inclusion.

We celebrate diversity, are devoted to creating an inclusive environment for all staff and encourage people of all backgrounds to apply. If you have any support or access requirements, we encourage you to advise us at the time of application.