Data Analyst - Workforce Management

Job Purpose/ Role
As part of the Performance Management team within Operations, the “Data Analyst - Workforce Management” is responsible for accurately sizing and planning resources, based on forecasted workload and pre-defined budget and service levels perimeters.

He/she will enable all business owners to make better resourcing decisions and thus ultimately improve the Operations´ performance as well as employee engagement.

This role reports to the Head of Performance Management and has a high exposure to senior management and the headquarter, providing multiple career advancement opportunities, in Spain and abroad.

Key Responsibilities

• Produce long-term, mid-term and short-term forecast of activities and associated platform sizing requirements ; in close collaboration with the Business Intelligence and other functions such as Sales, etc.;
• Develop a framework to methodically and qualitatively create schedules for the platform employees, including the management of holidays;
• Monitor and analyse latest trends or patterns and proactively deliver alerts and actionable insights to relevant decision-makers;
• Work closely with the headquarter team to ensure a successful local implementation of the global WFM tool (verint-based);
• Support business owners in preparing performance review presentations and act as a point of contact for the Headquarter to provide additional /ad-hoc KPI and analysis under agreed deadlines;
• Document the workforce management operating procedure, to be continuously updated/improved based on process evolutions and feedback from internal customers;
• Collaborate and share best practices with team members, and undertake any additional task as required by the hierarchy.

Key Requirements/ Skills
(mandatory)

• College degree in Computer Science, Engineering, Mathematics/Applied Statistics, Finance or a related field
• Minimum 3-5 years’ experience as a Workforce Management Analyst, in the contact center and/or BPO industry
• Advanced Excel /VBA and analytical skills. Experience in using industry-leading workforce management tools (Verint preferred)
• Good command of English and Spanish
• Team player and integrity. Self-starter with growth mindset and “make it happen” attitude

(valued)

• Experience with BI tool such as Microstrategy, Tableau, Power BI, Business Objects, Cognos, Qlikview, Klipfolio, etc.
• Knowledge of programming languages such as Python, R, JavaScript, C#/C/C++, etc.
• Previous experience in business intelligence consultancy and/or BPO industry
• Advanced Powerpoint skills.

45903 | Customer Services & Claims | 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. 
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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