Workforce Planning and Intelligence Specialist

About the role

HR Direct, part of CommBank, is looking for a Workforce Planning and Intelligence Specialist to shape workforce forecasting, capacity planning and operational intelligence. The role turns workforce and service data into practical insights that support resource allocation, capability development and service delivery. It sits within HR Direct and combines hands-on operational workforce management with longer-term workforce planning and intelligence. This is a 12-month maximum term contract.

Key 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 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.
• Contribute to strategic HR projects and initiatives as the forecasting and intelligence capability matures.

Required profile

• Strong experience in insights and analytics, able to connect complex data points, identify trends and turn analysis into clear recommendations.
• Experience in workforce planning, a contact centre or an operational service environment is highly regarded but not essential.
• Ability to engage stakeholders and influence operational and workforce decisions.
• An agile, growth-oriented mindset and willingness to learn new skills.

Required skills

• Strong analytical and data interpretation skills.
• Experience using Power BI or similar reporting and analytics tools.
• Demand forecasting, workforce modelling, capacity planning and scenario development.
• Knowledge of AI, automation or digital service models is advantageous.