Capacity Planning Analyst

Capacity Planning Analyst

Croydon Full-Time No home office possible
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Job Title: Workforce Headcount Planning Analyst

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. This position offers high visibility to internal operations teams.

Responsibilities

Responsibilities include, but are not limited to:

  • Implementing and maintaining best practice resource planning practices.
  • Managing the Global Capacity Model for long-term and short-term capacity planning.
  • Collaborating with Senior Operational Leadership, Human Resources, Strategic Program Teams, and Finance to ensure smooth capacity planning processes.
  • Providing contact volume allocation recommendations, balancing quality, productivity, and cost.
  • Mitigating capacity risks by managing dependencies across sites and geographies and communicating expectations.
  • Participating in global customer service initiatives and project rollouts.
  • Contributing to automation and standardization projects within the Capacity Planning organization.
  • Maintaining headcount reporting and tracking attrition trends across skills, channels, and locations.
  • Collaborating with stakeholders on risk mitigation strategies.

Additional Requirements

  • Supporting project assignments as needed.
  • Mentoring the wider WFM team, promoting skill development, and enhancing team performance.
  • Identifying risks to production capacity and devising contingency plans.

Minimum Qualifications

  • At least 3 years in Workforce Management within a contact centre environment.
  • At least 2 years in capacity planning and forecasting roles.
  • Experience with WFM platforms such as Verint, Aspect, or IEX.
  • Proficiency in data modeling, statistical analysis, and data visualization.
  • High proficiency in Excel, PowerBI, and Access; SQL experience is advantageous.
  • Ability to interpret data for performance trends and improvements.
  • Experience presenting scenario plans to senior leadership.
  • Excellent interpersonal, communication, and problem-solving skills.
  • Results-oriented with high attention to detail and ownership of responsibilities.
  • Ability to work independently and as part of a team, influencing others and leading by example.

Additional Information

Job ID: 70396 | Department: Finance & Accounting | Type: Full-Time, Temporary | Company: Allianz Partners

As an equal opportunity employer, Allianz Partners values diversity and inclusivity. Join us to be part of a global company offering international career opportunities and a chance to kick-start your career!

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Contact Detail:

TN United Kingdom Recruiting Team

Capacity Planning Analyst
TN United Kingdom
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