Workforce Manager

Probe Contact Solutions Australia Pty Ltd; City Of Joondalup; On-site; AUD 140,000 - 190,000; Full time

Benefits offered by this job

Mental health platform

Everyday savings via Flare

Employee benefits program

Job summary

Probe CX is seeking a strategic Workforce Management leader to modernise forecasting, scheduling and intraday governance within our Joondalup contact centre. You will challenge legacy processes, build proactive planning discipline and partner with operations to drive efficiency and service quality.

You will mentor a team of Planners, Schedulers and Real-Time Analysts, advocate for data-driven decisions, and ensure compliance with industry awards and fatigue guidelines while delivering measurable

Qualifications

• Proven WFM leadership experience within a multi-skill contact centre environment.
• Capability in modernising legacy scheduling processes and building frameworks from the ground up.
• Strong operational resilience, stakeholder engagement, and change management skills.

Responsibilities

• 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 that support headcount budgets, client SLAs, and cost optimisation.
• Lead with Operational Resilience: Navigate changing volumes and spikes, steering real-time interventions to protect outcomes and wellbeing.
• Stakeholder & Client Partnership: Translate analytics into clear commercial decisions and actionable advice for Operations and clients.
• Coach & Develop the WFM Team: Mentor a team of Planners, Schedulers, and Real-Time Analysts.
• Governance & Delivery: Ensure roster design and deployments comply with award requirements and fatigue guidelines.

Skills

WFM Leadership

Modernising Scheduling

Capacity Modelling

WFM Tools

Stakeholder Engagement

Change Management

Tools

NICE

Verint

Genesys

Calabrio

Job description

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 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.

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

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.

Need adjustments for accessibility needs throughout our recruitment process - please let us know. We're happy to accommodate.

Probe CX Culture

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! Explore our end-to-end career opportunities across CX strategy, real-time speech analytics, conversational AI, outsourcing and digital transformation solutions. Contribute to projects that transform customer experiences and help leading brands connect with their audiences in meaningful ways.