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. This 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. Furthermore, this position entails the development and execution of a long-term strategic plan, encompassing multiple BUs. A key aspect of this role involves engagement in any processes impacting staffing and productivity and 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.
Give 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. Your work will inform critical business decisions.
Design and implement executive dashboards (Excel and PBI) that provide actionable insights, blending aesthetics with functionality.
Develop and maintain performance and analysis reports highlighting department results, trends, and observations on opportunities for improvement to provide to management.
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.
Analyze trends, patterns, and anomalies in workforce data. Your insights will shape workforce strategies, highlighting opportunities for improvement and growth.
Monitor efficiency and prepare reports/presentations with important highlights and suggested action plans to keep results within the targets (SLA, AHT, ASA, Shrinkage, etc).
Work closely with cross-functional teams to identify data needs, integrate systems, and refine reporting mechanisms.
Continually seek ways to improve data visualization and reporting techniques.
Qualifications and Education 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.)
Job Details
ID: 51994 | 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.
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. Join us. Let's care for tomorrow.
Job Level: Professional
Location: SÃO BERNARDO DO CAMPO (Sao Paulo, BR)
Area of Expertise: Operations
Unit: Allianz Partners
Employing Entity: AWP Service Brazil Ltda
Job Type: Full-Time
Remote Job: Hybrid working
Employment Type: Permanent
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