WFM forecaster

We are seeking a Workforce Planning Senior / Specialist with strong experience in both short- and long-term workforce forecasting, advanced data analysis, and the creation of executive dashboards using Excel and Power BI.

This role is responsible for optimizing staffing levels, maintaining service performance standards, and contributing to the long-term strategic planning for multiple Business Units. The ideal candidate will have deep knowledge of Workforce Management (WFM) processes, be highly analytical, and play an active role in any initiatives impacting staffing or productivity.

What you do

1. Strategic Workforce Planning

• Develop and implement comprehensive workforce plans aligned with long-term organizational objectives.

• Analyze workforce trends, forecast future staffing needs, and define strategies to maintain a skilled and balanced workforce.

• Establish and monitor WFM KPIs, adapting plans as needed to meet business objectives and financial guidelines.

• Prepare strategic reporting and executive-level presentations with insights and recommendations for senior management.

• Identify and mitigate risks related to workforce planning, ensuring compliance with labor laws and internal policies.

2. Operational Execution

• Manage day-to-day operations of the Workforce Management function.

• Consolidate and manage complex global workforce data, ensuring accuracy and alignment across systems.

• Design and implement executive dashboards (Excel & Power BI) that provide strategic, actionable insights for Central, Regional, and Local teams.

• Develop detailed performance and analytics reports highlighting trends, risks, and improvement opportunities.

• Lead resource planning meetings with business leaders to align on forecasts, upcoming initiatives, and potential demand changes.

• Analyze workforce trends, anomalies, and patterns to support decision-making and continuous improvement.

• Monitor operational efficiency and prepare reports including key highlights and recommended action plans (SLA, AHT, ASA, Shrinkage, etc.).

• Partner with cross-functional teams to enhance data integration, reporting, and analytical processes.

• Continuously innovate in data visualization and reporting techniques to strengthen the organization’s data-driven culture.

What you bring

• High School Diploma or equivalent, with a minimum of 3 years of Workforce Management experience in a contact center environment.

• Advanced proficiency in English.

• Proven success in driving service excellence and improving operational performance.

• Strong proficiency in BI tools (Cognos, Business Objects, QlikView, Power BI, MicroStrategy, Celonis, etc.).

• Familiarity with query engines and WFM-related systems (SAP, PeopleSoft, Cisco, Avaya, Verint, Content Guru, etc.).

• Advanced Excel, Power BI, and PowerPoint skills.

• Knowledge of Erlang, forecasting methodologies, and WFM KPIs (SLA, AHT, ASA, Offered Calls, Forecast Accuracy, etc.).

• Experience with Visual Basic or SAS is preferred but not mandatory.

• Strong interpersonal and stakeholder management skills.AI

• READINESS Work effectively in an environment shaped by artificial intelligence (AI), machine learning, data analytics and cloud-based tools, using insights responsibly with our standards of data governance, security and ethical use.

Note that all applicants will be considered fairly as part of the recruitment process. However, a potential internal candidate has already been identified for this position.

How we hire 

Allianz Partners does not accept unsolicited CV’s or approaches from agencies. We only work with partners on our approved supplier list, under contract. Any unsolicited submission will not be considered. 

What we offer

Our employees play an integral part in our success as a business. We appreciate that each of our employees is unique and has unique needs and 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 a 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.