About the role
Reporting to the Capacity Analyst Lead, the Capacity Analyst takes responsibility for the implementation and management of end to end headcount resource planning life cycle and performance to ensure enable effective management and of all inbound and back office work types across a vast insurance enterprise. The position will have high visibility to all operations teams internally.
What you will do
Implementation and maintenance of best practice resource planning practices
- Manage the Global Capacity Model to manage the long-term/short-term capacity planning processes for a vast insurance enterprise.
- Collaborate and closely communicate with Senior Operational Leadership, Human Resources, Strategic Program Teams and Finance teams and program teams to ensure smooth execution of capacity planning processes.
- Provide optimal contact volume allocation recommendation for several regulated workstreams by accounting for trade-offs between quality, productivity, and cost.
- Mitigate capacity risks by managing dependencies across multiple sites and geographies. Clearly communicate dependencies and manage/track expectations.
- Clearly communicate dependencies to the right stakeholders and manage/track expectations.
- Participate in global customer service initiatives and project roll outs to cater to growing business needs.
- Contribute to the automation and standardisation projects within the Worldwide Capacity Planning organisation.
- Maintain headcount reporting, including tracking attrition trends across multiple skills, channels, and geographic locations.
- Collaborate with stakeholders to implement risk mitigation strategies.
Other requirements
- Support project assignments as required
- Mentoring the wider WFM team, nurturing skills development, promoting best practices, and enhancing overall team performance. Identify potential risks to production capacity and proactively devise contingency plans.
- AI Readiness Work effectively in an environment shaped by artificial intelligence (AI), machine learning, data, analytics and cloud-based tools, using insights responsibly with our standards of data governance, security and ethical use.
What you will need
To be successful in this position you will need to have the following skills/ experience:
- 3+ years in Workforce Management, within a contact centre environment.
- 2+ years in a capacity planning and forecasting role.
- Previous experience with WFM platforms (eg: Verint, Aspect, IEX).
- Proficiency in data modelling, statistical analysis, and data visualization.
- High proficiency in Excel data analysis, and Microsoft programs such as PowerBI and Access. Experience with SQL or other data retrieval languages advantageous.
- Ability to interpret data for performance trends and long-term improvement opportunities.
- Experience presenting long-term scenario plans to senior leadership.
Behavioral Competencies
- A highly customer-focused individual with excellent interpersonal and communicative skills
- Excellent problem solving skills
- A high level of results/goal orientation
- Takes full ownership and responsibility for the task/duties assigned to them
- Very high attention to detail
- Excellent team player & ability to work on own initiative
- Highly motivated and innovative individual possessing the ability to work under pressure and to continuously meet tight deadlines and service standards
- Fully capable of prioritising and managing own work independently
- Ability to influence others and lead by example
How We Hire
Allianz Partners does not accept unsolicited CV’s or approaches from agencies. We only work with partners on our approved supplier lists, under contract. Any unsolicited submission will not be considered.
99619 | Operations | 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.
At Allianz, we stand for unity: we believe that a united world is a more prosperous world, and we are dedicated to consistently advocating for equal opportunities for all. And the foundation for this is our inclusive workplace, where people and performance both matter, and nurtures a culture grounded in integrity, fairness, inclusion and trust.
We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, social class, disability or sexual orientation, or any other characteristics protected under applicable local laws and regulations.
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