Workforce and Planning Specialist / Senior

Allianz Partners

Workforce Management area is responsible for the day-to-day operation of the Workforce Management department providing strategic and tactical support to Operations management. Major part of his/hers activities also consists of coaching and guiding the team. It is expected a strong background on workforce management processes as well as the knowledge of operational subjects to avoid operational capacity impacts.

• Bachelor’s degree from disciplines of Computer Sciences, Industrial Engineering, Maths, Statistics, or Business. 
• Minimum of 5 years ‘experience’ in workforce management.   
• Proficiency in Business Intelligence and Reporting tools (i.e. Cognos, Business Objects, Qlikview, Avaya, Cisco CUIC).
• Proficiency in Workforce Management systems (i.e. Verint, IEX Nice – Totalview, Invision, Aspect, Teleopti or others).
• Advanced skills in Microsoft Excel and Power Point.
• Desirable skills in Visual Basic, SQL and other programming languages.
• Demonstrated ability to build strong relationships to at all levels of the organization
• Advanced Excel (vba),

• Lead and develop operations to ensure efficiency of the area, satisfaction of customers and clients.
• Perform all duties such as ensuring time worked is approved and entered on time, performance reviews are conducted and new staff are recruited on time.
• Assist in development of alternative workforce strategies to support operation team
• Prepare, analyze and act on workforce management related metrics/KPI’s
• Achieve all established service standards and turnaround times.
• Effectively manage the daily activities of the department to ensure maximized scheduling and real-time utilization of resources. 
• Initiate, research and recommend process and workflow enhancements to increase efficiency.
• Support the implementation of new business and systems.
• Develop statistical/staffing models for internal product/process changes as well as regional integration initiatives.
• Support ad-hoc reporting for presentations and promotional materials.
• Produce bi-weekly mid-term outlook plans and present to management with hiring recommendations for the business unit.
• Participate on cross-divisional teams related to Reporting/Data Quality initiatives.
• Provide strategic recommendations for Operations processes and technology to increase speed-to-market for new products and services.