Workforce Management Analyst - Forecasting & Planning

Are you a data-driven workforce planning professional who thrives in fast-paced contact centre environments? Join Allianz Partners Malaysia (AWP Services Sdn Bhd) as a Workforce Management Analyst and play a pivotal role in shaping APAC operational performance — turning complex data into staffing strategies that keep our service delivery running at its best. Reporting to the APAC WFM Manager, you'll combine forecasting expertise, analytical rigour, and stakeholder collaboration to drive real operational impact.

What You'll Do

Workforce Planning & Forecasting

• Build operational forecasting models using predictive analysis and data science methods to support short, mid, and long-term staffing decisions.
• Formulate mid-to-long-term staffing plans across all Operations lines of business, evaluating scenarios and their service level impacts.
• Lead capacity planning activities — modelling headcount requirements, identifying gaps, and translating volume and efficiency assumptions into actionable staffing recommendations.
• Analyse the impact of volume, AHT, and shrinkage on staffing requirements, and maintain operational forecast variance to plan.
• Advise WFM and Operations leadership on staffing needs and performance issues affecting service levels in a timely and proactive manner.
• Support business case calculations and budget assumptions for workforce planning initiatives.
• Execute operational plans aligned with strategic direction set by Business Leaders, and track deliverables against agreed milestones.
• Drive best practice sharing, efficiency improvements, and global standard-setting across local and global teams.
• Evaluate, document, and continuously improve planning processes and methodologies.

Reporting & Analytics

• Design, maintain, and deliver a comprehensive suite of forecasting metrics and reports for operational delivery platforms.
• Develop automated queries and programs to streamline the gathering, processing, and delivery of forecasting data.
• Extract and format data into clear reports, charts, and dashboards for management use.
• Collaborate with the Reporting team to validate data sources and maintain high data quality standards.
• Utilise BI platforms and source systems to build dynamic reporting and analytical tools.

Stakeholder Engagement

• Participate in requirements-gathering sessions, liaise with stakeholders, and document user requirements accurately.
• Translate Operations management requests into technical requirements to ensure relevant and accurate outputs.
• Provide training and documentation on self-serve reporting, data governance, and KPIs.

What You'll Bring

• Degree or diploma in Computer Science, Mathematics, Statistics, Business, or a related field, with at least 4 years of experience in a WFM, capacity planning, data analyst, or business intelligence role.
• Experience in a contact centre, customer service centre, or service operations environment — essential for this role.
• Demonstrated capacity planning experience — including headcount modelling, scenario analysis, and translating business volume drivers into staffing plans.
• Hands-on experience with WFM tools such as Verint, NICE, or Genesys, and telephony platforms such as Cisco, Avaya, or Content Guru.
• Advanced proficiency in Excel and PowerPoint, with the ability to build complex reports and dashboards.
• Experience with SQL and BI reporting/data visualisation tools (e.g., Power BI or similar) is an advantage.
• Strong organisational skills with the ability to manage multiple projects simultaneously and communicate findings clearly to technical and non-technical audiences.
• Bilingual in English and Bahasa Melayu is a plus.
• Familiarity with Agile methodologies and AI-assisted analytics tools is an advantage.

What We Offer

• Hybrid working — UOA Centre, KLCC, Kuala Lumpur, with flexibility to work from home.
• This role is open to Malaysian residents and those with the right to work in Malaysia. Visa sponsorship is not available.
• Competitive salary and performance-based bonus.
• Medical and hospitalisation coverage for you and your dependants.
• Annual leave in line with Malaysian employment standards, plus additional company leave.
• Regional APAC exposure — collaborate with local and global teams to broaden your professional network.
• Learning and development opportunities through Allianz's global training resources.

Who We Are

Allianz Partners is a world leader in B2B2C insurance and assistance, operating across 76 countries with solutions spanning travel, health, automotive, and lifestyle protection. Part of the Allianz Group — trusted by over 125 million customers in 70+ countries — our Kuala Lumpur hub is a key node in our APAC operations network. We are committed to building an inclusive workplace where every person feels valued and empowered to grow.

106078 | Data & AI | 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. We are united by a shared commitment: to put our customers first and at the centre of everything we do. Their needs inspire our thinking and guide our actions. Together, we can build an environment where everyone feels empowered and confident to explore, grow and shape a better future – for our customers and for the world around us. At Allianz, we stand for unity: we believe that a united world is a more prosperous world, and we are dedicated to consistently advocating for equal opportunities for all. The foundation for this is our inclusive workplace, where people and performance both matter, and where integrity, fairness, inclusion and trust are at the heart of our culture. We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, social class, disability or sexual orientation, or any other characteristics protected under applicable local laws and regulations.

Join us. Let's care for tomorrow.

To Recruitment Agencies

We have an in-house recruitment team that focuses on sourcing great candidates directly. Therefore, we do not accept unsolicited resumes from agencies or search firm recruiters. When we do work with recruitment agencies, that engagement is formalized by a contract. Fees will only be paid when such a contract is in place. Without a contract, we will not accept invoices related to unsolicited resumes, even if the candidate is ultimately hired. Please do not contact hiring managers directly.