Workforce Management Analyst

Job description

Role Purpose:

Design, maintain, analyze, and deliver a comprehensive suite of forecasting metrics for operational delivery platforms. Use business data and statistical methods to provide insight into business performance and suggest area and methods of improving operations.  Play a key role in the validation and continual enhancement of current reporting processes and portfolio.  Mentor and train junior team members.   

 

 

Key Responsibilties:

 

Workforce planning and optimization.

·  Define operational forecasting by generating predictive analysis using Data Science methods.
·  Formulate mid to long term staffing plans for all of Operations.
·  Evaluate optional plans by identifying outcomes and service level impacts.
·  Drive best practice sharing, efficiency increases, global standard setting and harmonization.
·  Provide support for business cases calculation and budget assumptions.
·  Analyze the impact of volume, AHT and shrinkage on staffing requirement.
·  Maintain operational forecast variance to plan.
·  Assist WFM and Ops head with forecasting and capacity planning process through monthly discussion and graphical analysis of volumes, AHT and volume drivers.

 

Design, maintain, analyze, and deliver various reports. 

·  Develop sophisticated programs and queries to automate the gathering, transportation, and delivery of forecasting data and in a variety of formats for a variety of applications.
·  Collaborate with Reporting team to review reports or data sources to ensure accuracy, integrity, appropriate interpretation, and high data quality.
·  Extract data and manipulate/calculate/format it into presentable reports, charts, and graphs for management use.
·  Analyze data and reporting solutions to understand business impact, correlations, discrepancies, and to propose changes/alternate solutions.
·  Utilize various business intelligence software platforms and source systems to build dynamic reporting and analytical tools.

 

Requirements gathering and business contact throughout organization

·  Participate in requirement gathering sessions, liaise with stakeholders, and document user requirements.
·  Provide training and documentation to all facets of the organization on self-serve reporting, data governance and KPIs
·  Manage intake and prioritization of requests for reporting and analytics.

 

 

What you'd bring to this role:

·  Experience in fields such as Computer Science, Math, Statistics, or Business or as a Data Science/Analyst, Business Intelligence Analyst.
·  Preferred knowledge of call-center, customer service center or service operations environment.
·  Advanced skill in using Windows based applications and MS Office, specifically Excel, PowerPoint, SQL Server, reporting presentation layers and BI tools with the ability to build complex reports and dashboards.
·  Experience with MicroStrategy Desktop, Klipfolio or similar data visualization and presentation tools preferred.
·  Experience with workforce management tools (Verint, Nice, Genesys, etc.) and Telephony platforms (Cisco, Avaya, Content Guru, etc.)
·  Strong organizational skills with expert ability to balance multiple parallel projects and run meetings and workshops.
·  Exceptional ability to communicate technical ideas in written formats to technical and non-technical audiences.

 

What we Offer:

Our 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.

 

56629 | Finance & Accounting | 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. 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.