Workforce Management&Planning Senior Specialist (TR&GR)

What you do

Reporting to the Regional WFM Head and working closely with all Head of Departments and Managers. The WFM Senior Planner is responsible for ensuring that the workforce is efficiently scheduled and deployed to meet the demands of our business. The WFM is also responsible for analysing the forecast workforce requirements, create schedules, and implement strategies to optimize productivity and service level.

Key Responsibilities:

Forecasting:

• Analyse historical data, trends, and business forecasts to predict future staffing requirements;
• Develop short-term and long-term staffing plans to ensure optimal coverage and performance;
• Collaborate with department leaders to adjust forecasts based on upcoming projects or changes in business conditions.

Reporting & Performance Analysis:

• Generate and present regular reports on workforce performance and provides reports and feedback Team Leaders and Head of Contact Centre;
• Track and analyse key performance indicators (KPIs) related to workforce productivity, efficiency, and service levels;
• Identify trends and provide insights to optimize workforce management strategies;
• Use accuracy of schedule measurements for continuous improvement, including making recommendations to improve scheduling efficiency and team member satisfaction;
• Provides analytical support for special projects;
• Create and maintain dashboards, reports, and visualizations to present data findings to stakeholders;

• Preparation, tracking, and coordination of the FTE budget;

Collaboration and Communication:

• Communicate with management and operations team to ensure compliance with company standards;
• Collaborate with Operations department management on identifying opportunities to further optimize the workforce;
• Communicates and works with staff members, management, Human Resources, and Accounting.

Key Requirements: 

• Knowledge in Statistical analysis,
• Experience in Insurance Contact Center and/or Assistance activity

• Knowledge of the WFM Verint application is considered an advantage

• Proficiency in Excel VBA is a plus

• Advanced knowledge of Analytics Tools knowledge,
• Fluency in English.

Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, to grow and to shape a better future for our customers and the world around us. 
We at Allianz believe in a diverse and inclusive workforce and are proud to be an equal opportunity employer. We encourage you to bring your whole self to work, no matter where you are from, what you look like, who you love or what you believe in.
We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, disability or sexual orientation.
Great to have you on board. Let's care for tomorrow.