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Hi, we’re PEXA
Every time a house is bought, sold or refinanced in Australia your lawyer, conveyancer and lender will most likely use a digital platform to settle your property, this is where we come in. PEXA’s world-first digital settlement platform has revolutionised the way we exchange property in Australia helping over 20,000 people a week safely settle their homes. And this is just the beginning. Our data and insights are helping organisations unlock the intel they need to drive change and possibilities.
Since starting our journey in 2010, we now employ a team of over 1,000 people working across multiple continents. We’re still growing, innovating, and looking ahead, but behind our greatest achievements, there is a team of curious creators and big thinkers. That’s why we’re looking for ambitious people like yourself to join the team.
About The Role
The Workforce Planning & Reporting Manager is responsible for leading all forecasting, capacity planning, monitoring, and reporting activities as well as key workforce optimisation opportunities that underpin the award-winning customer service and support for which the PEXA Customer Operations team are known.
Key Accountabilities
* Lead workforce management for Customer Operations, monitoring key contact centre metrics and admin KPIs
* Utilise data modelling and analysis to forecast resource requirements, manage shrinkage and optimise team capacity
* Oversee workload distribution and operational reporting, making recommendations to boost performance outcomes
* Partner with internal teams (Finance, Data, etc.) to develop forecasting models using AI and statistical methods
* Own and deliver all Customer Operations reporting, including presentations for various business forums
* Provide leadership to direct reports, including performance reviews and career development guidance
* Champion operational excellence through best practice implementation, risk management, and service transformation
* Build and maintain strong stakeholder relationships whilst ensuring optimal use of business systems and processes
Skills And Experience
* 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
A career at PEXA starts with you!
If you think you have the required skills, an appetite to learn, and would be a great fit, we’d love to hear from you – even if you don’t tick all the boxes. At PEXA we support your growth and help you discover your full potential.
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 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. Your culture, gender, sexual orientation, language, and other attributes make you unique! We couldn't be prouder to have a team that reflects the richness of our wider community.
We’re a proud ‘Circle Back Initiative’ Employer and commit to responding to every applicant.
Stay Connected
A career at PEXA is exciting, challenging, and rewarding, and we’re always on the lookout for talented individuals to join the team. You can learn more about life at PEXA on our website and social channels too.
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