At Probe Group, we're powered by passion, driven by curiosity, enriched by a purpose to do it better. We work hard and love a good challenge (or multiple). With clients spanning across the Pacific, Asia and North America, we’re no stranger to thinking big and working with innovative minds to achieve great success. We are dedicated to doing things better than the day before, and our exponential growth is living proof that we have stayed true to this ethos. At Probe, expect to think differently, challenge the norm and find your purpose.
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 on-going 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.
What’s in it for you?
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 9,000 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'. Need adjustments for accessibility needs throughout our recruitment process - please let us know. We're happy to accommodate.
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!
Top Skills
What We Do
At Probe CX, we help our clients become modern digital organisations.
With a dedicated team of 19,000-plus staff across five countries, including Australia, New Zealand, the Philippines, the United States, and India, we create blueprints for delivering exceptional CX. We combine the latest technology with people, processes, and data, and provide businesses with complete end-to-end service for customer operations.
In a world that has never been more competitive, Probe CX creates innovative, contemporary digital solutions with a human touch to help unlock trapped value and establish a foundation for service-led value creation that is socially responsible and sustainable.
Having worked with clients across various industries, ranging from household names to ambitious start-ups, Probe CX is committed to helping organisations create environments for digitally-enabled CX to thrive
