The Workforce Planning & Reporting Lead will analyze data to forecast demand, manage workforce planning, and improve operational efficiency in Customer Operations, ensuring effective collaboration with multiple teams.
Hi, we’re PEXA
Every 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.
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.
A day in the life
As the Workforce Planning & Reporting Lead, you’ll play a key role in helping our Customer Operations team deliver a consistently great experience for customers every day.
You’ll spend your time turning data into actionable insights — forecasting demand, planning workforce capacity, and identifying smarter ways of working across our support teams. From monitoring operational performance to partnering with Finance, Data and People Experience teams, your work will help ensure we have the right people, in the right place, at the right time.
This is a hands-on role where no two days look the same. You might be:
- Analysing trends and forecasting future customer demand
- Building reports and dashboards that help leaders make informed decisions
- Identifying opportunities to improve efficiency and customer outcomes
- Partnering with stakeholders to support transformation and optimisation initiatives
- Managing workforce planning activities across multiple support channels
- Using data, AI tools and modelling techniques to improve forecasting accuracy
- Supporting leaders with operational insights, presentations and recommendations
- Helping shape a high-performing, customer-focused culture
You’ll thrive in this role if you enjoy solving problems, working collaboratively and using data to influence meaningful business outcomes.
About the role
The Workforce Planning & Reporting Lead exists to ensure our Customer Operations teams are set up for success through effective workforce planning, forecasting and operational reporting.
This role combines analytical thinking, stakeholder collaboration and continuous improvement to help deliver exceptional customer experiences while supporting operational efficiency and business performance.
Key capabilities
- Workforce planning, forecasting and capacity modelling within a contact centre or operational environment
- Data analysis, reporting and visualisation to support decision-making
- Continuous improvement and optimisation initiatives that enhance customer and operational outcomes
- Building strong stakeholder relationships across teams and functions
- Managing competing priorities with strong attention to detail and problem-solving skills
What success looks like (6–12 months)
- Delivering accurate workforce forecasts and resource plans that support operational targets
- Improving reporting visibility and creating meaningful operational insights for leaders
- Identifying and implementing optimisation opportunities that improve efficiency and customer experience
- Strengthening workforce management processes and operational best practices
- Building trusted partnerships across Customer Operations, Finance, Data and People Experience teams
- Supporting key transformation initiatives that positively impact team performance and customer outcomes
A 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 us
• Quarterly wellness days to recharge
• Four weeks workcation per year - work from an approved country
• Take the opportunity to purchase up to four weeks additional annual leave per year
• Learn from the best and upskill with PEXA Academy and grow your career
Our commitment to our people and a better future
At 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 Connected
A 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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