5 days ago Be among the first 25 applicantsGet AI-powered advice on this job and more exclusive features.Hi, we’re PEXAEvery 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 RoleThe 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 AccountabilitiesLead workforce management for Customer Operations, monitoring key contact centre metrics and admin KPIsUtilise data modelling and analysis to forecast resource requirements, manage shrinkage and optimise team capacityOversee workload distribution and operational reporting, making recommendations to boost performance outcomesPartner with internal teams (Finance, Data, etc.) to develop forecasting models using AI and statistical methodsOwn and deliver all Customer Operations reporting, including presentations for various business forumsProvide leadership to direct reports, including performance reviews and career development guidanceChampion operational excellence through best practice implementation, risk management, and service transformationBuild and maintain strong stakeholder relationships whilst ensuring optimal use of business systems and processesSkills And ExperienceProven track record in workforce management and reporting, with relevant certifications or demonstrated best practice knowledgeAt least 1-3 years' experience in contact centre workforce management, particularly in medium to large organisationsStrong leadership abilities with a knack for building and mentoring high-performing teamsTop-notch analytical skills and data visualisation expertise, coupled with proficiency in MS Office suiteExcellence in stakeholder management and interpersonal communication, with experience working across multiple brands in regulated environmentsDemonstrated passion for innovation and process improvement, with a proven ability to deliver optimisation projectsKey AttributesConfident and professional approach with a strong customer focusSelf-starter with loads of initiative and a professional attitudeSharp analytical mind with keen eye for detail and problem-solving abilitiesHigh-quality time management skills with ability to juggle multiple prioritiesExcellent interpersonal skills with proven ability to influence othersOutstanding written and verbal communication skills, backed by high integrity and trustworthinessA 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 usFlexibility is in our DNAYour 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 remotelyTake the opportunity to purchase up to four weeks additional annual leave per yearLearn from the best and upskill with PEXA Academy certifications and grow your careerOur commitment to our people and a better futureAt 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 ConnectedA 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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