What you do

As a Workforce Management Forecasting Lead, you will be responsible for the creation of long and short term forecasts for a vast insurance enterprise, spanning several languages and work-types.

The forecasting team are responsible for the capacity planning and the delivery of the budget FTE requirements for over 3.500 FTE globally. You will need to be able to handle a dynamic and changing environment, and meet deadlines across multiple concurrent workstreams, ensuring that the business is informed of the changes and development of our customer bases, and recommendations to meet the demand appropriately channelled.

You will have an interest in data and take pride in preserving its integrity and accuracy to keep planning teams well informed. You will be able to use a WFM System to create and navigate forecasting models to ensure the correct ones are in place to support the needs of the business.

The role will also involve contributions to capacity planning and recruitment, as well as the development of junior forecasters who will be supporting this role.

What you bring

Preferred Skills, Qualifications and Experience
• Experience in a contact centre planning or forecasting role (with 3+years’ experience).
• Strong capabilities in creating and maintaining detailed forecasts, both short and long term.
• Experience of using WFM tools and systems, Verint is preferred.
• Experience of scheduling and forecasting for back office workload.
• Understanding of budgeting process and planning cycles.
• Skilled in data analysis, statistical modelling and interpretation.
• Excellent knowledge of forecasting algorithms, including explaining best fit.
• Strong presentation skills across mixed medias.
• Industry knowledge is desirable but not essential.

Main Responsibilities
• Creating and maintaining of forecasts, short and long term, across multiple sites, languages and teams, both front and back office.
• Ensuring correct forecasting methodologies are in place.
• Ensuring the integrity of data is upheld in the WFM system to enable accurate forecasting.
• Analysing regularly KPI’s and making recommendations to improve efficiency.
• Tracking variance to ensure stakeholders understand “actual vs expected” performance.
• Presenting forecasts and recommendations appropriately and regularly to stakeholders.
• Assessing the impact of upcoming change and flags risk to the planning team.
• Documenting methodologies, modelling specifications and results diligently.
• Providing and communicating data for capacity planning and recruitment.
• Converting model outputs and statistics into valuable insights for departments.
 

58083 | Customer Services & Claims | 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.
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