Workforce Planning & Analytics Manager in Richmond, Australia

Workforce Planning & Analytics Manager

• Join a collaborative, supportive team and see your impact delivering great customer experiences!

• Work from home up to 3 days a week!

• We have long-term partnerships with charities working to address homelessness.

We’re REA

REA Group (https://www.rea-group.com/about-us/about-rea-group/) is not your average digital business. From humble beginnings in a garage in Melbourne’s east in 1995, we have grown into a leading global digital business, specialising in property.

With bold and ambitious goals, we are changing the way the world experiences property. No matter where you’re at on your property journey, we’re here to help with every step – whether that’s finding or financing your next home.

Our people are the key to our success. At the heart of everything we do, is a thriving culture centred around high performance and care. We are purpose driven and collaborative, which drives innovation and our ability to make a real impact. As such, we’re proud to be named in Australia’s “Top 5” Best Workplaces two years in a row, as well as being recognised as a Best Workplace for Women.

Where the team fits in

The Customer Support team sits within our Customer Solutions & Operations (CSO) function. CSO is accountable for delivering customer and operational excellence through all post-sales service experiences – i.e., customer product & pricing fulfilment, customer servicing and customer credit/payment assistance. Customer Solutions & Operations reports through to a broader function called Customer Group, consisting of Customer Solutions & Operations, Product & Sales.

What the role is all about

• Lead and support the Workforce Team responsible for developing and driving the implementation of strategic workforce plans that are aligned with our business goals and customer support KPIs.

• Engage and support direct reports to provide roster forecasting and maintenance, schedule adherence, and an in-depth analysis of the Customer Support queues that identify business opportunities and drive continuous improvement.

• Leverage and analyse Zendesk data to provide recommendations to senior stakeholders.

• Develop policies and procedures that support the Workforce Planner and Real Time Analyst in line with the Customer Support team objectives.

• Develop and implement new workflows and processes to ensure the synergy between the Workforce Planning team and the Customer Support Team Leads.

• Present new opportunities to key stakeholders that maximise the team and create efficiencies.

• Idenitfy and present relevant data trends with tactical insights and solutions to key stakeholders to improve performance.

Who we’re looking for

• An experienced professional – while the role will vary day-to-day, clear guidelines and timelines will set the boundaries toward building stakeholder management and influencing skills.

• Runs on the board: 5-6 year’s experience in customer service and a WFP environment.

• Excellent attention to detail, quality, accuracy and communication skills.

• Experience in Zendesk and AWS preferred, and Workforce Planning fundamentals.

• Someone who looks at tricky situations through a solutions-focused lens.

• Someone who works productively in a fast-paced and agile environment.

• Someone who can persist and perform in ambiguous environments.

• Strong customer focus – both internally and externally.

• Advanced MS Excel usage.

The REA experience

The physical, mental, emotional and financial health of our people is something we’ll never stop caring about. This is a place to learn and grow. We’re committed to your development – both professionally and personally. Your experience with us is something we take seriously.

We offer:

• A hybrid and flexible approach to working

• Flexible parental leave offering for primary and secondary carers

• Programs to support mental, emotional, financial and physical health & wellbeing

• Our Because We Care program offers employees volunteering leave, community grants, matched payroll giving and our Community Café donates 100% of revenue to charity.

• Hack Days so you can bring your big ideas to life

• Performance recognition programs because hard work should never go unnoticed

Our commitment to Diversity, Equity, and Inclusion

We are committed to providing a working environment that embraces and values diversity, equity and inclusion. We believe teams with diverse ideas and experiences are more creative, more effective and fuel disruptive thinking – be it cultural and ethnic backgrounds, gender identity, disability, age, sexual orientation, or any other identity or lived experience. We know diverse teams are critical to maintaining our success and driving new business opportunities. If you’ve got the skills, dedication and enthusiasm to learn but don’t necessarily meet every single point on the job description, please still get in touch.

Join our Talent Neighbourhood

Keen to be part of REA but didn’t find a perfect match with this opportunity? Perhaps the timing isn’t right? You should join our Talent Neighbourhood!

By joining, you will receive information about our working culture and life at REA, industry updates from various areas of our business, invites to our events or materials to help you succeed in interviews at REA. In addition, our recruiters will reach out to you if there’s a role that matches your interests, skills and aspirations.

Upload your details today! https://rea.to/careers-talentneighbourhood

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