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