Workforce Scheduling Analyst at Medi24

Medi24 belongs to the Allianz Partners Group, the world's leading provider of assistance services. The global network includes its own emergency call centres, agents and contractual partners. Medi24 is a telemedical competence centre with the status of a Swiss medical practice. We employ 250 doctors, nurses and customer service representatives who conduct teleconsultations, advise people in medical matters and provide 24/7 telephone service for emergency and medical practice telephones.

As Workforce Management Service Delivery Manager for our Contact Centre Operations team at Medi24, you will play a pivotal role in ensuring the execution of the staffing strategy through the tactical scheduling and intra-day teams. You will lead a dynamic team responsible for scheduling and real-time monitoring of customer behaviour and operational performance, driving optimal staffing levels to meet service level agreements. This role offers the opportunity to collaborate with various stakeholders across a vast insurance enterprise to drive efficiency and innovation in a 24/7 operational environment.
 

JOB OVERVIEW

Reporting to Global Workforce Management Lead, the Workforce Scheduling Analyst is leading and managing end to end scheduling life cycle and site performance to ensure enable effective management of all incoming work types across a vast insurance enterprise. The position will have high visibility to all the operations teams internally.

RESPONSIBILITIES

Responsibilities will include, but are not limited to, the following:

 · Implementation and maintenance of key resource planning practices

· Design and implement scheduling strategy provide coverage to all LoB’s

· Ensure that work shifts are updated on a timely basis with Operations

· Manage shrinkage reporting processes in line with strategic goals.

· Track and update non-productive activities (meetings, 1:1 meetings, trainings etc) to ensure visibility into future staffing and identify gaps and risks.

· Analyze various scheduling factors to determine optimal schedules and provide recommendations to staff

· Maintain intra-day performance and hygiene reports

· Maintain data integrity in WFM system

· Inform operations and the broader WFM team of changes and/or consistent deviations to planning assumptions.

· Manage site-wide Holidays by analyzing incoming demand and making necessary staffing adjustments

Other requirements

· Support project assignments as required

REQUIREMENTS

To be successful in this position you will need to have the following skills/ experience:

· 2+ years of workforce management or similar experience

· 2+ years of defining and implementing process improvement initiatives using data and metrics experience

· Knowledge of Excel (Pivot Tables, VLookUps) at an intermediate level

· Experience working cross functionally with tech and non-tech teams

· Analytical with attention to detail

· Demonstrates high degree of ability to analyze data, using the data to drive decision making and implement effective resolution

Behavioral Competencies

· A highly customer-focused individual with excellent interpersonal and communicative skills

· Excellent problem solving skills

· A high level of results/goal orientation

· Takes full ownership and responsibility for the task/duties assigned to them

· Very high attention to detail

· Excellent team player & ability to work on own initiative

· Highly motivated and innovative individual possessing the ability to work under pressure and to continuously meet tight deadlines and service standards

· Fully capable of prioritising and managing own work independently

· Ability to influence others and lead by example

63288 | Operations | Professional | Non-Executive | Allianz Partners | Full-Time | Permanent

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.