Workforce Planning and Intelligence Specialist
Core
Shape workforce forecasting, capacity planning and operational intelligence across HR Direct to support service delivery and future workforce decisions.
Role type
Workforce Planning and Intelligence Specialist
Builds
Workforce demand forecasts, capacity models, dashboards, and reporting connecting demand, productivity, and service outcomes.
Domain
Banking / HR Operations / Workforce Analytics
Deliverable
dashboards & analysis
Required skills
Demand forecasting, workforce modelling, capacity planning, scenario development, data interpretation, Power BI, stakeholder engagement, AI/automation impact analysis
Preferred skills
Contact centre experience, strategic HR project experience, knowledge of digital service models
Technologies
Power BI
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.
Seniority
Mid-level, hands-on IC
