Workforce Planning Analyst

Do Work That Matters.

CommBank's Chief Operations Office (COO) is looking for a Workforce Planning Analyst to join our Strategy and Risk (S&R) strategic workforce team.

The Strategy and Risk (S&R) team within COO contributes to the strategy by providing leadership and governance on the COO's strategic agenda, ensuring the health of all the programs in our portfolio, managing strategic workforce planning, as well as giving operational support to our customer-facing business counter parts. The Strategic Workforce Planning team is responsible for long- and short-term forecasting, scheduling, real-time support, WFM system maintenance and Future Workforce.

The Role.
The Workforce Planning Analyst is responsible for Day-to-Day Workforce Management to determine resourcing needs, short-term planning, and productivity initiatives. You will work closely with Operational Teams inclusive of Executive Manager, Senior Manager and Team Manager in relation to setting Day to Day management and plan for Operations.

You will partner with the broader Strategic Workforce Planning (SWP) team to operationalize resource plans to meet customer demand and service obligations. You will partner closely with the SWP teams and Operations Leaders in making changes, adjustments or diversions from the plan.

On any given day you will:

• Leverage workforce planning tools and contact centre technologies to continuously monitor call and message queues in real time, enabling the identification of optimisation opportunities.
• Provide actionable insights and impact assessments to support workforce optimisation, enhance customer experience, and empower business leaders with data-driven decision-making capabilities.
• Schedule resources aligned with business KPIs, service levels, and training objectives; manage scheduling requests up to 30 days in advance for all staff activities—including leave, flexible workdays, training, meetings, and development sessions—in coordination with relevant business units to optimise overall performance.
• Offer expert advice to stakeholders on scheduling matters, assess potential impacts, and develop comprehensive performance planning materials.
• Develop and maintain accurate employee records utilising specialised workforce planning tools.
• Act as a trusted advisor to the line of business you support. You will be considered a trusted source of advice for recruitment strategies and workload requirements.
• Appropriately escalate identified risks and assume responsibility for resolution until completion.
• Complete strategic forecasting of workload, including trending & any impact factors.

We're interested in hearing from people who have the following skills or traits:

• Experience in a busy Contact Centre & Messaging environment
• Ability to meet objectives and targets while working to deadlines and managing priorities
• Excellent interpersonal and communication skills coupled with well developed planning and organizational skills
• Great problem solving and analytical ability
• Proficiency in all MS Office software with advanced knowledge in Microsoft Excel
• Any qualifications from the Verint WFM, Verint Ops Manager, Live Person and Genesys product suites would be an advantage
• Risk Mindset –All CommBank employees are expected to proactively identify and understand, openly discuss and act on current and future risks
• Relevant Tertiary qualifications would be advantageous (Bachelor's degree in IT, Computer Science, Data science, Commerce, Business Management)

From here, the opportunities are endless

At CommBank, we're committed to building a diverse and inclusive workforce reflecting the customers, businesses and communities we serve. As a value's driven organisation, we nurture and support our people, through focusing on skill and talent development, collaboration, flexibility and internal promotion. With service in mind at every touch point, we take accountability for the role we play in securing and enhancing the financial wellbeing of people, businesses and communities.

We support our people with the flexibility to balance where work is done with at least half their time each month connecting in office.

If you're already part of the Commonwealth Bank Group (including Bankwest, x15ventures), you'll need to apply through Sidekick to submit a valid application. We're keen to support you with the next step in your career.

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