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Workforce Planning Analyst

3 months ago

Sydney, New South Wales, Australia Commonwealth Bank Full time
You are motivated and solutions-oriented with a positive attitude and approach

  • We are a valuesdriven high performing team that ensures that resources are optimised across our multiple functions, while providing management information and insight that drives performance and supports continuous improvement.
  • Together we can deliver an exemplary experience for our stakeholders and the Group

Do work that matters


As a Workforce Planning Analyst, you will join the Workforce Performance & Reporting team within our Business Banking Services (BBS) space.


Business Banking Services (BBS) offer a wide range of services and solutions to our small to medium, enterprise customers and our regional and agribusiness customers.


See yourself in our team
The Workforce Performance & Reporting team supports Business Banking Services (BBS) by providing end to end workforce and resource planning

This will include:
forecasting, rostering, scheduling, reporting, analytics and telephony management services across BBS.


Reporting to the Senior Manager, Workforce Performance & Reporting, you will be responsible for effective planning of resources across all BBS teams and channels.

Your role would be to support the transition of staffing requirement forecasts into schedules and an operational resource plan.

The primary focus of this role is operational resource planning and forecast analysis. We produce and administer workload and staffing requirement forecasting for the customer using best practice industry methods.


Reporting will also be a key part of your role, and you will be required to have a sound understanding of the BBS telephony system.


Key Responsibilities

  • Production and maintenance of resource plans, workload and staffing requirements to support best practice workforce planning framework
  • Identification of continuous improvement opportunities for the resource planning process
  • Maintenance of the group's workforce management systems including data entry, scheduling parameter and scenario maintenance, user management and general product capability knowledge to the business
  • Participation in adhoc scheduling creation and analyses for the business
  • Proactive identification of project inputs and other business drivers; and management of their inclusion into the forecasts
  • Provision of business insights and analytical skills to support aspirational targets

We're interested in hearing from people who

  • Have relevant experience within workforce planning/or hold a relevant tertiary qualification or industry experience (finance, operations, statistics, mathematics, workforce planning, contact centre or related disciplines)
  • Exhibit the ability to meet objectives and targets while working to deadlines and managing priorities
  • Possess exceptional communication, interpersonal, planning and organizational skills with great problem solving and analytical capabilities
  • Experience delivering outstanding service to external and internal customers
  • Are proficient in all MS Office software with advanced knowledge in Microsoft Excel, knowledge within the Aspect product suite in WFM would be highly regarded
If this sounds like you, we would love to hear from you.

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