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Workforce Management Analyst

Job Level:  Professional

Dublin, IE, D12 P651

Available until:  28/02/2023
Area of Expertise:  Product Management
Unit:  Allianz Partners
Employing Entity:  AWP Health & Life SA
Job Type:  Full-Time
Remote Job:  Hybrid working
Employment Type:  Permanent
ID:  20301

We are Allianz Partners. The leader in assistance and insurance solutions in the areas of international health, assistance, automotive and travel insurance. Allianz Partners is a global family of over 19,000 employees across 78 countries. This role is in the International Health part of the business, which has a number of well-known customer facing brands such as Allianz Care, NEXtCARE and Medi24.

The International Health line of business provides international health, life and disability insurance and services, reinsurance and administration services to a wide range of customers. These include multinational companies, intergovernmental organisations (IGOs), non-governmental organisations (NGOs), private individuals and families. Our mission is to ensure that customers have access to quality healthcare through our support, care and commitment to go the extra mile. We are a truly global health partner for our customers, ensuring fast and simple access to the best advice, treatment and value for our customers.

Are you interested in working for one of the worlds leading insurance and financial services companies? We are looking for Workforce Management Analyst within the Operations Support function to join our multicultural team based in Dublin 12.      


We are looking for a Workforce Management Analyst to radically improve how we forecast and manage capacity in our Claims and Helpline departments. It will be your job to build and manage Excel based tools to improve resource planning and capacity management for the global teams. You will manage short term (hourly, daily, weekly) and long term (monthly, quarterly) capacity, working closely with our global management team.


  • Develop, administer and maintain forecasts and capacity plans at various levels, including volume, AHT, workload, shrinkage, and other staffing elements
  • Report, analyse and execute against opportunities identified from historical data analysis
  • Analyze trends and provide input on improving metrics including service levels, adherence, forecast versus actual variances, review times and occupancy.
  • Delivery of team schedules based on this analysis
  • Optimising breaks times and reallocating resources to extract the best possible result against the KPI's of the business.
  • Schedule Administration within the Verint Platform
  • Be an advocate and ambassador for WFM enablement of operational excellence.



  • Minimum 2 years of experience working in forecasting related disciplines both in front-office and back-office contact center environment
  • Experience gathering unstructured data to produce insights and reporting using Excel
  • Experience with WFM systems and forecasting/resourcing methodology
  • In-depth knowledge and experience of providing accurate forecast models
  • Strong understanding of Verint system
  • Ability to work in a fast paced and pressurised environment
  • Problem solving and analytical experience
  • Customer service oriented 
  • Flexible and cooperative mindset
  • Comfortable working as part of a team as well as on its own
  • Expert in MS Excel



  • A competitive Salary
  • Career progression opportunities and training
  • Excellent benefits such as pension, health insurance for employee, his/her spouse and children under 18, and discounts on car and house insurance
  • Free onsite parking
  • Active Sports & Club society
  • Transport Subsidy
  • Support for professional studies
  • Relocation Assistance
  • Recognised as one of the best large companies to work for 2017

As an equal opportunity employer, Allianz Partners recognizes that our strength lies in our people and we are committed to diversity and inclusivity. So if you would like to be part of a global company that offers international career opportunities, kick-start your career and dare to join us!

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