Workforce Manager

Probe CX; City Of Joondalup; Presencial; AUD 120.000 - 180.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Mental health & well-being platform

Everyday savings program

Descripción de la vacante

Probe CX in Joondalup, WA is seeking a strategic Workforce Management professional to lead the end-to-end WFM framework across forecasting, scheduling, and intraday governance. You will challenge legacy processes, build modern frameworks, and act as a trusted commercial advisor bridging data and operations.

You will mentor a team of Planners, Schedulers, and Real-Time Analysts, partner with Operations and clients, and ensure adherence to award requirements while driving capacity models and cost

Formación

• Proven WFM leadership within a multi-skill contact centre environment.
• Experience modernising legacy scheduling processes and building frameworks from the ground up.
• Strong stakeholder engagement and change management skills.
• Hands-on capacity modeling (Erlang, shrinkage) and enterprise WFM tools.

Responsabilidades

• Modernise the WFM function, reviewing workflows and establishing structured frameworks for forecasting, scheduling, and intraday governance.
• Develop robust short-, medium-, and long-term capacity models to support headcount budgets and client SLAs.
• Lead with operational resilience, managing spikes and high-tempo environments while safeguarding customer outcomes and team wellbeing.
• Partner with Operations and client stakeholders to translate analytics into actionable decisions and recommendations.
• Coach and develop the WFM team to foster continuous improvement and high performance.
• Ensure roster design and deployments comply with awards, fatigue rules, and internal policies.

Conocimientos

WFM leadership

Forecasting & capacity planning

Stakeholder management

Change management

Erlang modeling

Herramientas

NICE

Verint

Genesys

Calabrio

Descripción del empleo

Workforce Manager# Careers at Probe CX## Workforce ManagerApply: Joondalup WA Australia: Full time: Posted Today: JR14603At 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 and Asia, 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.Drive operational excellence, performance uplift, and strategic workforce planning for our largest contact centre in Joondalup. **About the Role** Are you a strategic Workforce Management professional who thrives on modernising long-standing processes and elevating operational performance? While our contact centre operations are firmly established, we are ready to take our planning maturity to the next level. This is not a \"keep the seat warm\" maintenance role, we need an energetic, resilient WFM leader who can assess our current baselines, challenge legacy ways of working, and build a modernised, proactive workforce planning discipline from the ground up. Based in Joondalup, you will own the end-to-end WFM framework , spanning multi-skill capacity planning, advanced forecasting, and real-time execution. Acting as a trusted commercial advisor, you will bridge the gap between data and operational reality, building confidence and performance across our teams. **What You’ll Be Doing** * **Modernise & Mature the Function:** Review existing workflows, eliminate legacy inefficiencies, and establish structured, modern WFM frameworks across forecasting, scheduling, and intraday governance. * **Strategic Capacity & Financial Modeling:** Develop robust short-, medium-, and long-term capacity models (workload, shrinkage, attrition, recruitment curves) that support headcount budgets, client SLAs, and cost optimisation. * **Lead with Operational Resilience:** Navigate changing volumes, sudden service spikes, and high-tempo floor environments with composure, steering real-time interventions that protect customer outcomes and team wellbeing. * **Stakeholder & Client Partnership:** Act as the strategic partner to Operations and client stakeholders, translating complex workforce analytics into clear, commercial decisions and actionable operational advice. * **Coach & Develop the WFM Team:** Mentor, inspire, and elevate a dedicated team of Planners, Schedulers, and Real-Time Analysts, fostering a proactive, continuous-improvement culture. * **Governance & Delivery:** Ensure roster design, scheduling, and operational deployments strictly comply with award requirements, fatigue management guidelines, and internal policies.**What we are looking for** * Proven WFM leadership experience within a multi-skill contact centre environment.* Demonstrated capability in modernising legacy scheduling processes and building frameworks from the ground up.* Strong operational resilience, stakeholder engagement, and change management skills.* Hands-on expertise in capacity modeling (Erlang, shrinkage) and enterprise WFM tools (NICE, Verint, Genesys, Calabrio).* Experience engaging directly with operational leadership and commercial stakeholders to present data, explain variance, and defend capacity assumptions. **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!*