Job Title: Workforce Headcount Planning Analyst
Reporting to the Global Workforce Management Lead, the Workforce Headcount Planning Analyst is responsible for leading and managing the end-to-end headcount resource planning lifecycle and site performance to ensure effective management of all inbound and back-office work types across a vast insurance enterprise. This position offers high visibility to internal operations teams.
Responsibilities
Responsibilities include, but are not limited to:
* Implementing and maintaining best practice resource planning practices.
* Managing the Global Capacity Model for long-term and short-term capacity planning.
* Collaborating with Senior Operational Leadership, Human Resources, Strategic Program Teams, and Finance to ensure smooth capacity planning processes.
* Providing contact volume allocation recommendations, balancing quality, productivity, and cost.
* Mitigating capacity risks by managing dependencies across sites and geographies and communicating expectations.
* Participating in global customer service initiatives and project rollouts.
* Contributing to automation and standardization projects within the Capacity Planning organization.
* Maintaining headcount reporting and tracking attrition trends across skills, channels, and locations.
* Collaborating with stakeholders on risk mitigation strategies.
Additional Requirements
* Supporting project assignments as needed.
* Mentoring the wider WFM team, promoting skill development, and enhancing team performance.
* Identifying risks to production capacity and devising contingency plans.
Minimum Qualifications
* At least 3 years in Workforce Management within a contact centre environment.
* At least 2 years in capacity planning and forecasting roles.
* Experience with WFM platforms such as Verint, Aspect, or IEX.
* Proficiency in data modeling, statistical analysis, and data visualization.
* High proficiency in Excel, PowerBI, and Access; SQL experience is advantageous.
* Ability to interpret data for performance trends and improvements.
* Experience presenting scenario plans to senior leadership.
* Excellent interpersonal, communication, and problem-solving skills.
* Results-oriented with high attention to detail and ownership of responsibilities.
* Ability to work independently and as part of a team, influencing others and leading by example.
Additional Information
Job ID: 70396 | Department: Finance & Accounting | Type: Full-Time, Temporary | Company: Allianz Partners
As an equal opportunity employer, Allianz Partners values diversity and inclusivity. Join us to be part of a global company offering international career opportunities and a chance to kick-start your career!
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