Hybrid Workforce Planning & Forecasting Analyst

Allianz Partners

Kuala Lumpur

Hybrid

MYR 60,000 - 90,000

Full time

6 days ago

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Benefits offered by this job

Hybrid work

Bonus program

Medical coverage

Annual leave

Regional APAC exposure

Training resources

Job summary

Allianz Partners Malaysia is seeking a Workforce Management Analyst to join APAC operations. You will build forecasting models, formulate staffing plans, and lead capacity planning to support short- and long-term decisions.

The role requires a degree in CS/Math/Stats/Business, 4+ years in WFM or BI, experience with Verint/NICE/Genesys, strong Excel/PowerPoint, SQL and Power BI, and bilingual English/Bahasa Melayu is a plus. Hybrid work in KL with regional APAC exposure and a competitive bonus.

Qualifications

Degree or diploma in Computer Science, Mathematics, Statistics, Business, or related field.
4+ years of experience in WFM, capacity planning, data analyst, or BI role.
Experience in contact centre or service operations environment recommended.

Responsibilities

Build forecasting models for short, mid, and long-term staffing decisions.
Formulate staffing plans across operations lines and evaluate service level impacts.
Lead capacity planning, headcount modelling, and gap identification.
Analyse impact of volume, AHT, and shrinkage on staffing needs and forecast variance.
Advise leadership on staffing needs and performance issues affecting service levels.