Workforce Planning Strategist

2 days ago

Perth, Western Australia beBeeStrategist Full time $98,253 - $146,859

Role Overview

CommBank’s Chief Operations Office is seeking a Workforce Planning Strategist to join our Strategy and Risk team. The team contributes to the organization's strategy by providing leadership and governance on the operations 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 planning.

We are looking for an experienced professional to work closely with operational teams, including executive managers, senior managers, and team managers, to set day-to-day management plans and optimize resources.

This role requires a strong analytical mind, excellent communication skills, and the ability to partner with cross-functional teams to drive business outcomes.

Key Responsibilities
  • Leverage workforce planning tools and contact centre technologies to continuously monitor call and message queues in real-time, enabling the identification of optimization opportunities.
  • Provide actionable insights and impact assessments to support workforce optimization, 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.
  • Develop and maintain accurate employee records using specialized workforce planning tools.
  • Act as a trusted advisor to stakeholders on scheduling matters, assess potential impacts, and develop comprehensive performance planning materials.

Qualifications and Skills

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 organizational skills.

Great problem-solving and analytical ability.

Proficiency in all MS Office software with advanced knowledge in Microsoft Excel.

Risk Mindset: All 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).

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