Workforce Manager

Workforce Manager at Probe CX Location: Probe CX Joondalup, Western Australia, Australia About the Role The Workforce Manager is responsible for creating, implementing and driving a strategic approach to workforce planning while considering current state and strategically planning for future needs in partnership with other business units. Lead ongoing development of workforce planning strategies including the provision of workforce analytics and reporting to improve performance, address workforce challenges, facilitate staff mobility and support business decision making. Partnering with Operations to provide guidance, advice and insights through data-driven analysis resulting in improved financials, performance and confidence. What You’ll Be Doing Strategy & Planning: Create, implement, and drive a strategic approach to workforce planning, proactively supporting future workforce needs, goals, and targets. Forecasting & Analysis: Lead the ongoing development of workforce planning strategies, providing advanced workforce analytics and reporting to improve performance and support business decision‑making. Produce accurate short, mid, and long‑term forecasts (workload, staffing, shrinkage, attrition, etc.). Stakeholder Partnership: Collaborate with key stakeholders, including Operations and Services, to understand strategic priorities, growth trajectories, and the resulting impact on recruitment and resource requirements. Team Leadership: Positively motivate and coach a team of direct reports (Planner, Scheduler, and Real‑Time Administrators) to deliver and exceed assigned Key Performance Indicators (KPIs). Operational Execution: Oversee the scheduling and real‑time administration functions, including deploying and redeploying staff to meet budget and business requirements, and steering real‑time direction to achieve daily/weekly/monthly KPIs. Compliance & Risk: Actively maintain awareness of all risk and compliance obligations, ensuring all policies and procedures are adhered to. What We Are Looking For Experience in a similar role in a contact centre environment Experience working directly with clients Proficient written and oral communication skills with the ability to build effective working relationships with managers, peers, and key stakeholders. Benefits Support our largest contact centre in Perth Access an unlimited mental health and well‑being platform, empowering you to stay balanced and thrive both personally and professionally. Access to everyday savings: From technology, phone bills, fuel and groceries to fashion, restaurants and entertainment. Our employee benefits provider Flare can help you save every day with well‑known brands. If you’re a proactive and experienced WFM leader ready to influence strategy and drive operational excellence, we’d love to hear from you. About Probe CX Probe CX is a global business of 17,000 team members. We believe in combining human expertise with technology to deliver exceptional results. We are a digitally‑enabled and data‑driven company, but first & foremost we are people‑purpose‑led. Our team members are instrumental in delivering on our promise to provide a human touch to every interaction. How to Apply Click on ‘Apply Now’. If you need adjustments for accessibility needs throughout our recruitment process, please let us know. We’re happy to accommodate. Diversity & Inclusion Probe CX firmly believes that the strength of our company lies with the diversity and talent of our people. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, making room for opportunities for each individual to thrive. Join us in celebrating you and your 100% authentic self #J-18808-Ljbffr