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For Companies At a Glance
- Tasks: Lead headcount resource planning and manage site performance in a dynamic insurance environment.
- Company: Join Allianz Partners, a global leader in insurance and assistance services.
- Benefits: Enjoy flexible work options, competitive pay, and opportunities for professional growth.
- Why this job: Be part of impactful projects and collaborate with senior leaders in a supportive culture.
- Qualifications: 3+ years in Workforce Management and 2+ years in capacity planning required.
- Other info: Mentorship opportunities available to enhance team performance and skills.
The predicted salary is between 36000 - 60000 £ per year.
Reporting to the Global Workforce Management Lead, the Workforce Headcount Planning Analyst is responsible for leading and managing the end-to-end headcount resource planning lifecycle and site performance to ensure effective management of all inbound and back office work types across a vast insurance enterprise. The position will have high visibility to all internal operations teams.
Responsibilities
- Implement and maintain best practice resource planning practices.
- Manage the Global Capacity Model for long-term and short-term capacity planning processes.
- Collaborate with Senior Operational Leadership, Human Resources, Strategic Program Teams, and Finance to ensure smooth capacity planning.
- Provide contact volume allocation recommendations considering quality, productivity, and cost trade-offs.
- Mitigate capacity risks by managing dependencies across sites and geographies, and communicate dependencies effectively.
- Participate in global customer service initiatives and project rollouts.
- Contribute to automation and standardization projects within the Capacity Planning organization.
- Maintain headcount reporting and track attrition trends across skills, channels, and locations.
- Collaborate on risk mitigation strategies with stakeholders.
Other Requirements
- Support project assignments as needed.
- Mentor the wider Workforce Management team, promote best practices, and enhance team performance.
- Identify potential risks to capacity and develop contingency plans.
Requirements
- At least 3+ years in Workforce Management within a contact centre environment.
- Minimum 2+ years in capacity planning and forecasting roles.
- Experience with WFM platforms like Verint, Aspect, IEX.
- Proficiency in data modeling, statistical analysis, and visualization tools such as PowerBI, Access, and SQL.
- Ability to interpret data for performance trends and improvements.
- Experience presenting long-term scenarios to senior leadership.
Behavioral Competencies
- Customer-focused with excellent interpersonal skills.
- Strong problem-solving abilities.
- Results-oriented with ownership of tasks.
- High attention to detail.
- Team player with initiative.
- Motivated, innovative, and able to work under pressure.
- Capable of prioritising and managing work independently.
- Influential leader by example.
Capacity Planning Analyst employer: Allianz Partners
Contact Detail:
Allianz Partners Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Capacity Planning Analyst
✨Tip Number 1
Familiarise yourself with the specific WFM platforms mentioned in the job description, such as Verint and Aspect. Having hands-on experience or even a basic understanding of these tools can set you apart during discussions with the hiring team.
✨Tip Number 2
Prepare to discuss your previous experiences in capacity planning and forecasting. Be ready to share specific examples of how you've managed resource allocation and mitigated risks in past roles, as this will demonstrate your capability to handle the responsibilities outlined.
✨Tip Number 3
Showcase your analytical skills by brushing up on data modelling and statistical analysis techniques. Being able to interpret data trends and present them effectively will be crucial, so consider preparing a few insights or case studies to discuss during your interview.
✨Tip Number 4
Network with current or former employees at Allianz Partners, especially those in similar roles. They can provide valuable insights into the company culture and expectations, which can help you tailor your approach and stand out as a candidate.
We think you need these skills to ace Capacity Planning Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in workforce management and capacity planning. Use specific examples from your previous roles that demonstrate your skills in data analysis, resource planning, and collaboration with senior leadership.
Craft a Compelling Cover Letter: Write a cover letter that addresses the key responsibilities of the Capacity Planning Analyst role. Emphasise your experience with WFM platforms and your ability to manage dependencies across sites. Show enthusiasm for contributing to Allianz Partners' goals.
Highlight Relevant Skills: In your application, clearly outline your proficiency in data modelling, statistical analysis, and tools like PowerBI and SQL. Mention any experience you have with automation and standardisation projects, as these are crucial for the role.
Showcase Problem-Solving Abilities: Provide examples of how you've identified risks in capacity planning and developed contingency plans. This will demonstrate your problem-solving skills and your proactive approach to managing challenges in a contact centre environment.
How to prepare for a job interview at Allianz Partners
✨Know Your Numbers
As a Capacity Planning Analyst, you'll be expected to handle data modelling and statistical analysis. Brush up on your knowledge of key metrics and be prepared to discuss how you've used data to drive decisions in previous roles.
✨Showcase Your Collaboration Skills
This role requires working closely with various teams like HR and Finance. Be ready to share examples of how you've successfully collaborated with different departments to achieve common goals.
✨Prepare for Scenario Questions
Expect questions that ask you to present long-term capacity planning scenarios. Think about past experiences where you had to forecast needs and manage dependencies, and be ready to explain your thought process.
✨Demonstrate Problem-Solving Abilities
With a focus on risk mitigation and contingency planning, be prepared to discuss specific challenges you've faced in capacity planning and how you overcame them. Highlight your analytical skills and attention to detail.
