Workforce Management
Shinagawa, JP, 140-0002
What you doWe are seeking a talented Workforce Management (WFM) Planner to join our team in Thailand. This role is responsible for designing, analyzing, and delivering forecasting metrics to optimize operational efficiency. This position reports to the APAC Workforce Manager.Workforce Planning & OptimizationDevelop and maintain operational forecasting models using data science methods for Thailand operations.Create mid-to-long-term staffing plans to ensure optimal workforce allocation within the Thailand team.Analyze workforce data, including volume trends, average handling time (AHT), and shrinkage, to assess staffing needs in Thailand.Continuously refine and improve the accuracy of existing forecasting and staffing plans.Ensure workforce planning aligns with business strategies and service level requirements.Provide insights on staffing requirements and performance trends to the WFM Manager and Operations leadership.Reporting & Data AnalysisDesign, develop, and automate reports to track operational performance, workforce trends, and service levels.Ensure reporting accuracy by collaborating with local and global reporting teams.Utilize business intelligence (BI) tools to visualize data and provide meaningful insights.Identify discrepancies in data and propose solutions for process improvements.Collaboration & Stakeholder ManagementWork closely with Thailand Operations, HR, and Finance teams to support workforce planning initiatives.Assist in the budgeting process by providing workforce-related insights.Participate in strategic planning discussions with business leaders and operations heads.Act as a subject matter expert (SME) for workforce management tools and reporting processes.Provide training and documentation to stakeholders on self-service reporting and data governance.What you bringBachelor’s degree or diploma in Computer Science, Statistics, Business, or a related field.4+ years of experience in workforce planning, data analysis, or business intelligence.Strong knowledge of call center or service operations environments.Proficiency in Excel, SQL, PowerPoint, and BI tools (MicroStrategy, Klipfolio, etc.).Experience with workforce management tools (Verint, NICE, Genesys) and telephony platforms (Cisco, Avaya, Content Guru) is a plus.Ability to analyze complex data sets and provide clear, actionable insights.Strong communication and stakeholder management skills.Fluent in English and Thai.Experience in Agile project concepts is a plus.What we offerOur employees play an integral part in our success as a business. We appreciate that each of our employees are unique and have unique needs, ambitions and we enjoy being a part of their journey.We are there to empower and encourage you with your personal and professional development ensuring that you take control by offering a large variety of courses and targeted development programs. All that in a global environment where international mobility and career progression are encouraged. Caring for your health and wellbeing is key priority for us.This is why we build Work Well programs to providing you with peace of mind and give the flexibility in planning and arranging for a better work-life balance.
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 center 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 race, 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.
Great to have you on board. Let's care for tomorrow.
Note: Having different strengths, experiences, perspectives and approaches is an integral part of Allianz‘ company culture. One means to achieve this is a regular rotation of Allianz employees across functions, Allianz entities and geographies. Therefore, Allianz expects from its employees a general openness and a high motivation to regularly change positions and collect experiences across Allianz Group.
