APS5 Workforce Analyst

About this role

As a Workforce Analyst you will provide critical workforce intelligence that underpins efficient and effective service delivery. In the role you will interpret data, identify trends and risks, develop evidence-based recommendations and support operational leaders to make informed workforce decisions. This recruitment process is being used to fill roles across forecasting, scheduling and real-time functions. Successful candidates may be assigned to a specific functional area based on business requirements, operational priorities and alignment with their skills and experience.

These roles support staff operating in fast-paced and at times psychosocially demanding environments, and contribute to building capability, confidence and resilience across frontline teams. They require strong organisational skills, sound judgement, and the ability to respond to competing priorities.

Forecasting and Capacity: • Apply workforce management methodologies and analyse historical data to inform forecast planning, demand profiling and decision-making. • Develop, maintain and continuously improve forecasting models, including assumptions, inputs and methodologies, to support accuracy and reliability. • Analyse trends, volumes, seasonality and performance drivers, identifying data limitations, emerging issues and opportunities to refine forecasting approaches. • Undertake capacity planning and scenario modelling (e.g. demand fluctuations and staffing constraints) to support resource allocation and operational planning. • Monitor performance against forecasts, analyse variances and investigate root causes to inform adjustments and practical improvements. • Provide timely, evidence-based advice and recommendations to stakeholders to support planning decisions and service delivery outcomes.

Workforce Scheduling: • Develop, maintain and optimise workforce schedules and rosters aligned to forecast demand, workforce availability and operational requirements. • Incorporate workforce constraints and individual circumstances where appropriate, balancing fairness, compliance and operational outcomes. • Manage roster changes (e.g. leave, absences, shift swaps) and adjust schedules in response to demand fluctuations and operational priorities to maintain service continuity. • Ensure all schedules comply with enterprise agreements, policies, procedures and legislative requirements. • Monitor scheduling outcomes and workforce coverage, identifying risks, inefficiencies or gaps, and implementing corrective actions. • Liaise with stakeholders to communicate scheduling decisions, impacts and trade-offs, maintain accurate workforce data in systems, and support intraday operational adjustments.

Real-Time Monitoring: • Monitor real-time operational performance across queues, workloads and service levels, taking timely action to address variances and maintain service continuity. • Analyse live workforce data (e.g. volumes, adherence, handling times) to identify trends, risks and impacts on service delivery. • Manage intraday workforce activities, including schedule adjustments, resource reallocation and response to operational disruptions or demand changes. • Identify and respond to emerging operational risks and events (e.g. demand surges, system issues or workforce shortages), implementing mitigation strategies or escalating where required. • Investigate variances between forecast, schedule and actual performance, applying data-informed approaches to implement corrective actions and optimise workforce utilisation. • Provide timely updates and advice to stakeholders on performance, risks and mitigation actions, and contribute to the continuous improvement of real-time and optimisation practices.