At PEXA Group Limited, we're revolutionising the way property is exchanged in Australia. Our world-first digital settlement platform has helped over 20,000 people a week safely settle their homes. We're growing and innovating, with a team of over 1,000 people working across multiple continents.
About the Role
The Workforce Planning & Reporting Manager will lead all forecasting, capacity planning, monitoring, and reporting activities for Customer Operations. This role requires utilising data modelling and analysis to forecast resource requirements, manage shrinkage, and optimise team capacity.
Key Accountabilities
1. Lead workforce management for Customer Operations, monitoring key contact centre metrics and admin KPIs.
3. Partner with internal teams (Finance, Data, etc.) to develop forecasting models using AI and statistical methods.
4. Own and deliver all Customer Operations reporting, including presentations for various business forums.
5. Provide leadership to direct reports, including performance reviews and career development guidance.
6. Champion operational excellence through best practice implementation, risk management, and service transformation.
7. Build and maintain strong stakeholder relationships while ensuring optimal use of business systems and processes.
Skills and Experience
* A proven track record in workforce management and reporting, with relevant certifications or demonstrated best practice knowledge.
* At least 1-3 years' experience in contact centre workforce management, particularly in medium to large organisations.
* Strong leadership abilities with a knack for building and mentoring high-performing teams.
* Top-notch analytical skills and data visualisation expertise, coupled with proficiency in MS Office suite.
* Excellence in stakeholder management and interpersonal communication, with experience working across multiple brands in regulated environments.
* Demonstrated passion for innovation and process improvement, with a proven ability to deliver optimisation projects.
Key Attributes
* Confident and professional approach with a strong customer focus.
* Self-starter with loads of initiative and a professional attitude.
* Sharp analytical mind with keen eye for detail and problem-solving abilities.
* High quality time management skills with ability to juggle multiple priorities.
* Excellent interpersonal skills with proven ability to influence others.
* Outstanding written and verbal communication skills, backed by high integrity and trustworthiness.
Why Join Us
* Flexibility is in our DNA.
* Your holistic wellbeing is important to us. Enjoy meditation, yoga, boxing classes, and a wellness day each month to recharge.
* We know that work is just one aspect of your life. That's why we offer up to 12 weeks 'workcation' for you to extend personal travel time and work remotely.
* Take the opportunity to purchase up to four weeks additional annual leave per year.
* Learn from the best and upskill with PEXA Academy certifications and grow your career.
Our Commitment to Our People and a Better Future
At PEXA Group Limited, we want you to embrace your best self each day, creating an environment where everyone can contribute and participate, so that every person can reach their full potential. We want our people to feel equally valued, supported, and celebrated. With market-leading benefits that make a difference, we're committed to supporting individuals, families, and carers.