Workforce Capacity Planning Analyst

Job Overview:

Reporting to Global Workforce Management Lead, the Workforce Headcount Planning Analyst is leading and managing end to end headcount resource planning life cycle and site performance to ensure enable effective management and of all inbound and back office work types across a vast insurance enterprise. The position will have high visibility to all operations teams internally.

What you Do:

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

Implementation and maintenance of best practice resource planning practices

• Manage the Global Capacity Model to manage the long-term/short-term capacity planning processes for a vast insurance enterprise.
• Collaborate and closely communicate with Senior Operational Leadership, Human Resources, Strategic Program Teams and Finance teams and program teams to ensure smooth execution of capacity planning processes.
• Provide optimal contact volume allocation recommendation for several regulated workstreams by accounting for trade-offs between quality, productivity, and cost.
• Mitigate capacity risks by managing dependencies across multiple sites and geographies. Clearly communicate dependencies and manage/track expectations.
• Clearly communicate dependencies to the right stakeholders and manage/track expectations.
• Participate in global customer service initiatives and project roll outs to cater to growing business needs.
• Contribute to the automation and standardisation projects within the Worldwide Capacity Planning organisation.
• Maintain headcount reporting, including tracking attrition trends across multiple skills, channels, and geographic locations.
• Collaborate with stakeholders to implement risk mitigation strategies.

Other requirements

• Support project assignments as required
• Mentoring the wider WFM team, nurturing skills development, promoting best practices, and enhancing overall team performance. Identify potential risks to production capacity and proactively devise contingency plans.
  
  

What you bring: 

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

• 3+ years in Workforce Management, within a contact centre environment.
• 2+ years in a capacity planning and forecasting role.
• Previous experience with WFM platforms (eg: Verint, Aspect, IEX).
• Proficiency in data modelling, statistical analysis, and data visualization.
• High proficiency in Excel data analysis, and Microsoft programs such as PowerBI and Access. Experience with SQL or other data retrieval languages advantageous.
• Ability to interpret data for performance trends and long-term improvement opportunities.
• Experience presenting long-term scenario plans to senior leadership.

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

77906 | Finance & Accounting | Professional | PG09 | 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.