WFM Senior Analyst

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The role is tasked with the strategic management of both short-term and long-term forecasting, focusing on production, call volumes, and staffing requirements. The candidate 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 across multiple BUs, engagement in processes impacting staffing and productivity, and deep knowledge in WFM tasks and processes.

• 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 and 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, ensuring accuracy, consistency, and accessibility of complex global workforce data to inform 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.
• Lead resource planning meetings with management and other business partners to understand upcoming initiatives, forecasts, and risks to ensure readiness of supported business units.
• Analyze trends, patterns, and anomalies in workforce data to shape strategies and highlight opportunities for improvement.
• Monitor efficiency and prepare reports/presentations with key highlights and suggested action plans to keep results within targets (SLA, AHT, ASA, Shrinkage, etc.).
• Collaborate with cross-functional teams to identify data needs, integrate systems, and refine reporting mechanisms, fostering a data-driven culture.
• Continuously seek ways to improve data visualization and reporting techniques to keep strategies ahead of the curve.

• High School Diploma or equivalent, with strong expertise in workforce management within a contact center.
• Advanced English proficiency.
• Proficiency using BI tools (e.g., Cognos, Business Objects, Qlikview, Power BI, MicroStrategy, Celonis) 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 and WFM KPIs (SLA, AHT, ASA, Offered Calls, Forecast Accuracy, etc.).

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.

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