Workforce Management Analyst

Join to apply for the Workforce Management Analyst role at Allianz Partners Position Summary: This role is tasked with the strategic management of both short-term and long-term forecasting, focusing on production, call volumes, and staffing requirements. The specialist should have advanced data analysis skills and be able to build executive dashboards using Excel and Power BI. The objective is to optimize resources and maintain staffing at levels conducive to achieving targeted service standards. The position entails the development and execution of a long-term strategic plan, encompassing multiple BUs. A key aspect involves engagement in processes impacting staffing and productivity with deep knowledge in WFM tasks and processes. Key Responsibilities Develop and implement comprehensive workforce plans that align with the company\'s long-term strategic goals. Analyze workforce trends, predict future staffing needs, and devise strategies to ensure a balanced and skilled workforce. Develop and monitor WFM KPIs to assess the effectiveness of workforce planning strategies. Adjust plans as necessary to meet business objectives, ensuring cost-effective strategies and alignment with financial constraints. Utilize data analytics to build executive dashboards. Provide strategic data visibility to Central, Regional and local teams. Provide strategic insights and recommendations for internal stakeholders and operations. Identify and mitigate risks associated with workforce planning, including compliance with labor laws and regulations. Regularly report on workforce metrics and planning outcomes to senior management, providing insights and recommendations for continuous improvement. Manage The Day To Day Operations Of The Department Harness complex global workforce data, ensuring accuracy, consistency, and accessibility. This work informs critical business decisions. Design and implement executive dashboards (Excel and Power BI) that provide actionable insights to guide leadership in strategic planning and operational adjustments. Develop and maintain performance and analysis reports highlighting department results, trends, and opportunities for improvement to provide to management. Lead resource planning meetings with management and other business partners to understand upcoming company initiatives, forecasts, and risks to ensure supported business units are prepared to meet future demands. Analyze trends, patterns, and anomalies in workforce data to shape workforce strategies. Monitor efficiency and prepare reports/presentations with highlights and suggested action plans to keep results within targets (SLA, AHT, ASA, Shrinkage, etc.). Work closely with cross-functional teams to identify data needs, integrate systems, and refine reporting mechanisms, fostering a data-driven culture. Continually seek ways to improve data visualization and reporting techniques to keep strategies ahead of the curve. Qualifications And Education Requirements High School Diploma or Equivalent; strong expertise in workforce management within a contact centre. Advanced English. Demonstrated success in establishing and driving service excellence. Proficiency using Business Intelligence tools (e.g., Cognos, Business Objects, QlikView, Power BI, MicroStrategy) and exposure to source system query engines (e.g., SAP, PeopleSoft, Cisco, Avaya, Verint, Content Guru, or related WFM tools). Experience with Visual Basic and SAS (preferred but not required). Advanced PowerPoint, Power BI and Excel skills. Demonstrated ability to build strong relationships at all levels of the organization. Knowledge in forecasting methodologies, WFM KPIs (SLA, AHT, ASA, Offered Calls, Forecast Accuracy, etc.). Allianz Partners is an equal opportunity employer. We welcome applications from all qualified individuals without regard to ethnicity, color, religion, sex, national origin, age, disability, or sexual orientation. We encourage you to bring your whole self to work. #J-18808-Ljbffr