Workforce Planning and Intelligence Specialist

Commonwealth Bank; Sydney; On-site; AUD 110,000 - 145,000; Full time

Job summary

Commonwealth Bank in Sydney / NSW is seeking a Workforce Planning and Intelligence Specialist within HR Direct to shape forecasts, capacity planning and operational intelligence across HR Direct.

You will turn workforce and service data into practical insights that influence business decisions and help build a more predictive, insight-led workforce planning capability.

Qualifications

• Strong experience in Insights and Analytics with the ability to connect complex data points and turn analysis into practical recommendations.
• Experience applying these skills within workforce planning or an operational service environment is highly regarded but not essential.

Responsibilities

• Develop workforce demand forecasts across phone, chat, case and emerging digital channels.
• Translate forecast demand into workforce, headcount, capacity and skill requirements.
• Create workforce scenarios and capacity models that identify emerging risks and constraints.
• Build dashboards and reporting that connect workforce demand, productivity, quality and service outcomes.
• Identify opportunities to improve workforce efficiency and utilisation.
• Support strategic workforce and capability planning, including impacts of organizational and technology change.
• Quantify workforce impacts arising from AI, automation and self‑service initiatives.
• Strengthen workforce governance, planning routines and service‑readiness processes.
• Gain hands on experience in strategic projects and initiatives which will shape the future of HR Direct.

Skills

Insights & Analytics

Forecasting

Workforce modelling

Data interpretation

Stakeholder engagement

Tools

Power BI

Job description

Workforce Planning and Intelligence Specialist

• Shape workforce forecasting, capacity planning and operational intelligence across HR Direct.
• Turn workforce and service data into practical insights that influence business decisions.
• Help build a more predictive, insight-led workforce planning capability.

Do Work That Matters

HR Direct provides trusted advice and practical HR solutions that support employees and leaders across CommBank. Join a supportive team where you’ll make a meaningful impact, develop your expertise and grow your career.

As the Workforce Planning and Intelligence Specialist, you’ll help ensure HR Direct has the workforce, skills and capacity required to meet today’s service needs while preparing for tomorrow.

This is an opportunity to evolve workforce planning beyond day-to-day queue and workload management. You’ll combine operational experience, forecasting and analytics to provide insights that support resource allocation, capability development, service delivery and future workforce decisions.

By connecting data across workforce demand, capacity, productivity, quality and service outcomes, you’ll help leaders understand what is happening, why it is happening and how workforce planning should respond.

As forecasting and operational intelligence capability matures, your role will evolve with it. Over time, you’ll contribute to strategic HR projects and initiatives, working in agile ways and continuously learning as you build your expertise and broaden your impact across HR Direct and beyond.

See yourself in our team

Sitting within HR Direct, this role combines hands‑on operational workforce management with longer‑term workforce planning and intelligence. You’ll partner with leaders and operational stakeholders to improve service readiness and build a sustainable, evidence‑based approach to workforce decisions.

In this role, you will:

• Develop workforce demand forecasts across phone, chat, case and emerging digital channels.
• Translate forecast demand into workforce, headcount, capacity and skill requirementsCreate workforce scenarios and capacity models that identify emerging risks and constraints.
• Build dashboards and reporting that connect workforce demand, productivity, quality and service outcomes.
• Identify opportunities to improve workforce efficiency and utilisation.
• Support strategic workforce and capability planning, including the impacts of organisational and technology change.
• Quantify workforce impacts arising from AI, automation and self‑service initiatives.
• Strengthen workforce governance, planning routines and service‑readiness processes.
• Gain hands on experience in strategic projects and initiatives which will shape the future of HR Direct

We’re interested in hearing from people who:

You’ll bring strong experience in Insights and Analytics, with the ability to connect complex data points, identify trends and turn analysis into clear, practical recommendations.

Experience applying these skills within workforce planning, a contact centre or an operational service environment would be highly regarded but is not essential.

You’ll also bring:

• Strong Analytical and Data interpretation skills.
• Experience using Power BI or similar reporting and analytics tools to identify trends and communicate insights.
• Confidence engaging stakeholders and influencing operational and workforce decisions.
• Capability in demand forecasting, workforce modelling, capacity planning and scenario development
• Knowledge of AI, automation or digital service models, which would be advantageous. An agile, growth-oriented mindset, with a willingness to learn new skills, adapt to changing priorities and contribute to broader projects and initiatives across HR.

Working with us:

At CommBank, we're committed to creating an accessible, inclusive and respectful workplace. If you require support or adjustments, please let us know. We welcome applications from people of all backgrounds and we're particularly committed to making a positive difference for Aboriginal and/or Torres Strait Islander Peoples. For support please contact 1800 989 ***.

We’re aware of some accessibility issues on this site, particularly for screen reader users. We want to make finding your dream job as easy as possible, so if you require additional support please contact HR Direct on 1800 989 ***.

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