Capacity Planning Analyst

About the company

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.

Your tasks

About the role Reporting to the Capacity Analyst Lead, the Capacity Analyst takes responsibility for the implementation and management of the end-to-end headcount resource planning life cycle and 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 operations teams internally.

• Implementation and maintenance of best practice resource planning practices
• Manage the Global Capacity Model to oversee the long-term and short-term capacity planning processes for a vast insurance enterprise
• Collaborate and closely communicate with senior operational leadership, human resources, strategic program teams, finance teams, and program teams to ensure smooth execution of capacity planning processes
• Provide optimal contact volume allocation recommendations for several regulated workstreams by accounting for trade-offs between quality, productivity, and cost
• Mitigate capacity risks by managing dependencies across multiple sites and geographies. Clearly communicate dependencies and manage and track expectations
• Participate in global customer service initiatives and project rollouts to cater to growing business needs
• Contribute to the automation and standardization projects within the Worldwide Capacity Planning organisation
• Maintain headcount reporting, including tracking attrition trends across multiple skills, channels, and geographic locations
• Collaborate with stakeholders to implement risk mitigation strategies

Other requirements

• Support project assignments as required
• Mentor the wider WFM team, nurturing skills development, promoting best practices, and enhancing overall team performance
• Identify potential risks to production capacity and proactively devise contingency plans
• Work effectively in an environment shaped by artificial intelligence (AI), machine learning, data, analytics, and cloud-based tools, using insights responsibly with standards of data governance, security, and ethical use

Requirements

What you will need To be successful in this position you will need to have the following skills and experience:

• 3+ years in workforce management within a contact centre environment
• 2+ years in a capacity planning and forecasting role
• Previous experience with WFM platforms (e.g., Verint, Aspect, IEX)
• Proficiency in data modelling, statistical analysis, and data visualization
• High proficiency in Excel data analysis and Microsoft programs such as PowerBI and Access. Experience with SQL or other data retrieval languages is advantageous
• Ability to interpret data for performance trends and long-term improvement opportunities
• Experience presenting long-term scenario plans to senior leadership

Behavioral competencies

• A highly customer-focused individual with excellent interpersonal and communicative skills
• Excellent problem-solving skills
• A high level of results and goal orientation
• Takes full ownership and responsibility for the tasks and duties assigned
• Very high attention to detail
• Excellent team player and ability to work on own initiative
• Highly motivated and innovative individual possessing the ability to work under pressure and to continuously meet tight deadlines and service standards
• Fully capable of prioritising and managing own work independently
• Ability to influence others and lead by example

Other

How we hire Allianz Partners does not accept unsolicited CVs or approaches from agencies. We only work with partners on our approved supplier lists, under contract. Any unsolicited submission will not be considered.

At Allianz, we stand for unity: we believe that a united world is a more prosperous world, and we are dedicated to consistently advocating for equal opportunities for all. The foundation for this is our inclusive workplace, where people and performance both matter, and nurtures a culture grounded in integrity, fairness, inclusion, and trust.

We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, social class, disability, sexual orientation, or any other characteristics protected under applicable local laws and regulations.