Capacity Planning Analyst

TN United Kingdom; Croydon; On-site; GBP 45,000 - 60,000; Full time

Job summary

A leading company in the insurance sector is seeking a Workforce Headcount Planning Analyst to manage resource planning and site performance. This role involves collaboration with various departments and requires strong analytical skills and experience in workforce management.

Qualifications

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

Responsibilities

• Implementing and maintaining best practice resource planning practices.
• Managing the Global Capacity Model for long-term and short-term capacity planning.

Skills

Data Modeling

Statistical Analysis

Problem Solving

Communication

Tools

Excel

PowerBI

Access

SQL

WFM Platforms

Job description

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!