Workforce Planning Manager

16 hours ago

Sydney, Australia Commonwealth Bank Full time

**Do work that matters**

You will join the Chief Operations Office which is the heartbeat of the bank. We’re involved in interactions for every single customer, product and segment.

Your role as Workforce Planning Manager will be responsible to analyse and interpret large data sets, identifying patterns, trends and insights to inform business strategy and prepare accurate workforce plans and forecasts, including the development and implementation of workforce strategies and initiatives to achieve optimal workforce outcome to support COO’s goals and priorities. This role is essential in ensuring the bank's operational efficiency and effectiveness.

**See yourself in our team**

The COO Strategic Workforce Planning team is dedicated to empowering and supporting COO teams in delivering exceptional operations. Through workforce planning, accurate forecasting, and innovative workforce initiatives and strategies, we ensure that our teams are equipped to achieve world-class performance.

On a day to day basis, you will:

- Collect and analyse data from multiple sources to identify trends and patterns.
- Develop and implement analytical models and algorithms.
- Design and conduct experiments to test hypotheses and validate findings.
- Communicate analytical findings to stakeholders in a clear and concise manner.
- Create visualisations and dashboards to help stakeholders understand data insights and develop and maintain databases and data infrastructure.
- Update and continuously improve workforce models and related inputs (volumes, AHT, available FTE etc) to accurately forecast FTE requirements.
- Work collaboratively to provide advice and guidance to ensure a strategic and consistent approach to driving workforce strategy in partnership with COO Operations Leadership and the broader Workforce Strategy team.

**We are interested in hearing from people who**:

- Are experienced workforce planners, creating supply and demand models and working with Workforce Management Tools
- Are able to present complex concepts and relationships to various stakeholders and provide guidance and advice
- Have experience managing their day to date and projects with a high level of autonomy
- Hold a relevant tertiary qualification or industry experience (statistics, mathematics, workforce planning, contact centre or related disciplines)
- Possess knowledge of scale operations environments would be very highly regarded
- Demonstrated understanding of workforce planning processes and tools for telephony and non-telephony roles would be highly regarded, in particular Verint
- Strong stakeholder management skills are essential.

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Advertising End Date: 24/04/2025

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