Hybrid APAC Workforce Forecasting & Planning Analyst

Allianz Popular SL.; Kuala Lumpur; Hybrid; MYR 100,000 - 167,000; Full time

Benefits offered by this job

Hybrid work in KL

Medical coverage for you and depends

Annual leave plus extra company leave

Regional APAC exposure

Learning and development resources

Visa sponsorship not available

Job summary

Allianz Partners Malaysia is seeking a data-driven Workforce Management Analyst to shape APAC operational performance. You will forecast, plan headcount, and collaborate with stakeholders to optimize service levels in a fast-paced contact centre environment.

The role reports to the APAC WFM Manager and requires 4+ years in WFM/data analytics, with hands-on experience in Verint/NICE/Genesys and BI tools. Hybrid work from Kuala Lumpur is offered.

Qualifications

• Degree or diploma in Computer Science, Mathematics, Statistics, Business, or a related field with at least 4 years in WFM/capacity planning/data analytics/BI.
• Experience in contact centre/service operations environments is essential.
• Headcount modelling and scenario analysis experience is required.
• Hands-on with WFM tools (Verint/NICE/Genesys) and telephony platforms (Cisco/Avaya/Content Guru).
• Advanced proficiency in Excel and PowerPoint for complex reports and dashboards.
• Experience with SQL and BI reporting tools (Power BI or similar) is a plus.
• Strong organisational skills and ability to manage multiple projects.
• Knowledge of Agile methodologies and AI-assisted analytics is advantageous.

Responsibilities

• Forecasting and staffing decisions across short, mid, long term.
• Lead capacity planning and translate volume/efficiency into staffing plans.
• Analyse impact of volume, AHT, and shrinkage on staffing.
• Advise leadership on staffing needs and service levels.
• Support business case calculations and budgeting for planning initiatives.
• Execute operational plans and track milestones.
• Share best practices and drive global standardization.
• Continuously improve planning processes.

Skills

English & Bahasa Melayu

WFM planning

Excel & PowerPoint

SQL & BI tools

AI-assisted analytics

Education

Bachelor's or Diploma in Computer Science / Mathematics / Statistics / Business

Tools

Verint

NICE

Genesys

Cisco

Avaya

Content Guru

Power BI

Job description

Allianz Partners Malaysia is seeking a data-driven Workforce Management Analyst to shape APAC operational performance. You will forecast, plan headcount, and collaborate with stakeholders to optimize service levels in a fast-paced contact centre environment.

The role reports to the APAC WFM Manager and requires 4+ years in WFM/data analytics, with hands-on experience in Verint/NICE/Genesys and BI tools. Hybrid work from Kuala Lumpur is offered.