Workforce Planning and Reporting Analyst (WFM) - Allianz - THAILAND

Job description

At Allianz Partners, we help customers when they need us most—across travel, health, and assistance services. In Thailand, our operations span customer care, claims, and medical assistance, serving a diverse and fast-moving environment. To keep service levels high and costs optimized, we rely on smart workforce planning and clear, data-driven insights

This role sits at the intersection of analytics and operations. As the Workforce Planning and Reporting Analyst (WFM), you’ll be the go-to partner for forecasts, capacity plans, schedules, and performance reporting. You’ll collaborate closely with APAC regional stakeholders while owning local execution in Thailand—balancing customer experience, SLA delivery, and efficiency. If you enjoy turning complex data into clear plans, working independently, and influencing outcomes across multiple teams, you’ll thrive here.

You’ll join a supportive, results-oriented regional team that values continuous improvement and automation. You’ll have the autonomy to design and optimize models and dashboards, plus the opportunity to learn from and contribute to best practices across APAC. Your work will have tangible impact—helping leaders make better decisions, stabilizing operations, and improving service for our customers. If you bring strong analytical skills and a growth mindset, we encourage you to apply—even if you don’t meet every single requirement.

What you’ll do

Design, build, and analyze forecasting models to optimize workforce planning (volumes, AHT, shrinkage, schedules)
Collaborate with regional APAC teams while owning end-to-end local execution in Thailand
Provide insights and recommendations that enhance operational efficiency and service performance
Create, automate, and maintain data-driven reports and dashboards to support decision-making
Partner with multiple operations teams across Thailand (customer care, claims, assistance) to align plans with daily realities
Report to an APAC regional manager based overseas and contribute to regional WFM initiatives

What we’re looking for

2+ years of experience in workforce planning, resouce planning, data analysis, or business intelligence
Strong proficiency in Excel (advanced), SQL, BI tools (e.g., Power BI/Tableau), and workforce management platforms (e.g., Verint, NICE, Genesys)
Experience in call centers, customer service, claims, or operations environments with exposure to forecasting, capacity planning, and scheduling
Ability to work independently, manage priorities, and stay connected with global/regional stakeholders
Fluent in English, with strong communication skills for presenting insights and influencing decisions
Preferred: experience with Agile methodologies and modern data visualization best practices
Don’t meet every qualification? If you have adjacent experience (e.g., operations analytics, capacity planning) and are eager to learn WFM tools, we’d still like to hear from you.

What you’ll gain

Impact: Direct influence on staffing, service levels, and cost optimization across Thailand operations
Exposure: Regional collaboration with APAC teams and visibility to leadership
Autonomy: Ownership of local execution with the support of a knowledgeable regional network
Growth: Opportunity to deepen WFM expertise and broaden BI/automation skills

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

We welcome applications from candidates who meet most—but not all—requirements

Offers “Allianz”

Job description