Strategic Workforce Planner

23 hours ago

Perth, Western Australia beBeeWorkforce Full time $90,000 - $120,000
Job Title

Workforce Planning Analyst

  • A dynamic and analytical professional who can lead workforce planning initiatives, providing actionable insights to drive business growth.
Job Description

The Commonwealth Bank's Chief Operations Office is seeking a Workforce Planning Analyst to join our Strategy and Risk team. The successful candidate will contribute to the strategy by providing leadership and governance on the COO's strategic agenda, ensuring the health of all programs in our portfolio, managing strategic workforce planning, and giving operational support to customer-facing business counterparts.

The Strategic Workforce Planning team is responsible for long- and short-term forecasting, scheduling, real-time support, WFM system maintenance, and future workforce management. The Workforce Planning Analyst will be responsible for day-to-day workforce management, determining resourcing needs, short-term planning, and productivity initiatives.

Key Responsibilities:

  1. Leverage workforce planning tools and contact centre technologies to monitor call and message queues in real-time, identifying optimisation opportunities.
  2. Provide actionable insights and impact assessments to support workforce optimisation, enhance customer experience, and empower business leaders with data-driven decision-making capabilities.
  3. Schedule resources aligned with business KPIs, service levels, and training objectives, managing scheduling requests up to 30 days in advance for all staff activities.
  4. Offer expert advice to stakeholders on scheduling matters, assess potential impacts, and develop comprehensive performance planning materials.
  5. Develop and maintain accurate employee records using specialised workforce planning tools.
  6. Act as a trusted advisor to the line of business, providing recruitment strategies and workload requirements.
  7. Escalate identified risks and assume responsibility for resolution until completion.
  8. Complete strategic forecasting of workload, including trending and impact factors.

Required Skills and Qualifications:

  • Experience in a busy Contact Centre and 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 organisational skills.
  • Great problem-solving and analytical ability.
  • Proficiency in all MS Office software, with advanced knowledge in Microsoft Excel.
  • 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).

About Us:

We're committed to building a diverse and inclusive workforce reflecting the customers, businesses, and communities we serve. 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.

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