Capacity Planning Analyst

Allianz Partners; Croydon; On-site; GBP 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a Capacity Planning Analyst to lead the headcount resource planning lifecycle. This role involves collaborating with various operational teams to ensure effective management of inbound and back office work types. You will implement best practices, manage capacity planning processes, and contribute to automation projects. If you are customer-focused, detail-oriented, and possess strong problem-solving skills, this is a fantastic opportunity to make a significant impact in a dynamic environment. Join a team that values innovation and excellence in service delivery.

Qualifications

• 3+ years in Workforce Management within a contact centre.
• 2+ years in capacity planning and forecasting roles.

Responsibilities

• Implement best practice resource planning practices.
• Manage Global Capacity Model for capacity planning processes.
• Collaborate with leadership and HR for smooth capacity planning.

Skills

Workforce Management

Capacity Planning

Data Modeling

Statistical Analysis

Interpersonal Skills

Problem-Solving

Tools

Verint

Aspect

IEX

PowerBI

Access

SQL

Job description

Join to apply for the Capacity Planning Analyst role at Allianz Partners

3 weeks ago Be among the first 25 applicants

Get AI-powered advice on this job and more exclusive features.

Job Overview

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 prioritizing and managing work independently.
• Influential leader by example.

Referrals increase your chances of interviewing at Allianz Partners by 2x.

Get notified about new Planning Analyst jobs in Croydon, England, United Kingdom.