PEXA
Customer and Commercial
WorkforcePlanning&ReportingLead
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Workforce Planning & Reporting Lead at PEXA. Skills: Workforce planning, Forecasting, Operational reporting, Data analysis, Stakeholder collaboration, Continuous improvement. Forecasting demand. Planning workforce capacity”
What You'll Achieve.
Deliver a consistently great experience for customers; Ensure we have the right people, in the right place, at the right time; Deliver exceptional customer experiences; Support operational efficiency and business performance; Deliver accurate workforce forecasts and resource plans that support operational targets; Improve reporting visibility and create meaningful operational insights for leaders; Identify and implement optimisation opportunities that improve efficiency and customer experience; Strengthen workforce management processes and operational best practices; Support key transformation initiatives that positively impact team performance and customer outcomes
Industry & Context.
Solving problems; Problem-solving skills
What They're Looking For.
Must Have
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 stakeholder relationships across teams and functions, Managing competing priorities with attention to detail and problem-solving skills
What You'll Do.
Planning workforce capacity
Identifying smarter ways of working across support teams
Monitoring operational performance
Partnering with Finance
Data and People Experience teams
Analysing trends and forecasting future customer demand
Building reports and dashboards
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
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
How You'll Work.
Team & Collaboration
Partnering with Finance, Data and People Experience teams; Partnering with stakeholders to support transformation and optimisation initiatives; Building stakeholder relationships across teams and functions; Building trusted partnerships across Customer Operations, Finance, Data and People Experience teams
Full Job Description
## Description 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 col
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