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Workforce Management Specialist

2 meses atrás

São Bernardo do Campo, São Paulo, Brasil Allianz Partners Tempo inteiro
Job Summary

This role is responsible for the strategic management of workforce planning, focusing on production, call volumes, and staffing requirements. The ideal candidate will have advanced data analysis skills and be able to build executive dashboards using Excel and Power BI.

Key Responsibilities
  1. 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.
  2. Develop and monitor key performance indicators (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.
  3. Utilize data analytics to build executive dashboards, providing strategic data visibility to Central, Regional, and local teams.
  4. Provide strategic insights and recommendations for internal stakeholders and operations.
  5. Identify and mitigate risks associated with workforce planning, including compliance with labor laws and regulations.
  6. Regularly report on workforce metrics and planning outcomes to senior management, providing insights and recommendations for continuous improvement.
  7. Manage the day-to-day operations of the department.
  8. Harness complex global workforce data, ensuring accuracy, consistency, and accessibility. Your work will inform critical business decisions.
  9. Design and implement executive dashboards (Excel and PBI) that provide actionable insights, blending aesthetics with functionality.
  10. Develop and maintain performance and analysis reports highlighting department results, trends, and observations on opportunities for improvement to provide to management.
  11. Lead resource planning meetings with management and other business partners to understand upcoming company initiatives, business forecasts, and risks to ensure the supported business units are prepared to meet future demands.
  12. Analyze trends, patterns, and anomalies in workforce data. Your insights will shape workforce strategies, highlighting opportunities for improvement and growth.
  13. Monitor efficiency and prepare reports/presentations with important highlights and suggested action plans to keep results within the targets (Service Level Agreement, Average Handling Time, Average Speed of Answer, Shrinkage, etc).
  14. Work closely with cross-functional teams to identify data needs, integrate systems, and refine reporting mechanisms.
  15. Continually seek ways to improve data visualization and reporting techniques.
Requirements
  • High School Diploma or Equivalent, experience in a workforce management capacity within a contact centre.
  • Advanced English.
  • Demonstrated success in establishing and driving service excellence.
  • Proficiency using Business Intelligence tools (i.e. Cognos, Business Objects, Qlikview, PBI, MicroStrategy, Celonis) and exposure to source system query engines (i.e. SAP, PeopleSoft, Cisco, Avaya, Verint, Content Guru, or any other related WFM tool) required.
  • Experience with Visual Basic and SASS preferred but not required.
  • Advanced PowerPoint, PBI, and Excel skills.
  • Demonstrated ability to build strong relationships at all levels of the organization.
  • Knowledge in Erlang, Forecasting methodologies, WFM KPIs (SLA, AHT, ASA, Offered Calls, Forecast Accuracy, etc.)
About Allianz Partners

Allianz Partners is a leading provider of insurance and assistance services. We are committed to delivering exceptional customer experiences and building strong relationships with our clients and partners.

We are proud to be an equal opportunity employer and welcome applications from diverse candidates. Our company culture values innovation, collaboration, and continuous learning.

We are looking for talented individuals who share our passion for delivering exceptional results and making a positive impact on our customers and communities.

Job Details

Job Level: Professional

Location: São Bernardo do Campo, São Paulo, Brazil

Area of Expertise: Operations

Unit: Allianz Partners

Employing Entity: AWP Service Brazil Ltda

Job Type: Full-Time

Remote Job: Hybrid working

Employment Type: Permanent