Lyka

Operations

• 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

Service Operations Associate – Workforce Planning

Customer Support

• Be the first point of contact for our customers (we use livechat, phones and emails as our primary Customer Care channels).
• Resolve customer issues around their account, orders and deliveries and advise customers on a variety of dog nutrition and wellness questions.
• Work with Lyka’s operations team to ensure all customer order and delivery requests are executed.
• Assist in developing and improving Lyka’s Customer Care knowledge base content.
• Foster a growth-oriented, positive and high-performance culture that motivates employees and is aligned to the company's mission.
• Live and work in accordance with Lyka’s values and principles at the workplace.

Lyka

Service Operations Associate – Workforce Planning

Customer Care Specialist

Customer Care Specialist