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Data Analyst - Workforce Management (F/M)

Nivel del puesto:  Profesional / Senior
Ubicación: 

Madrid, M, ES, 28043

Fecha de vencimiento:  18/12/2021
Área de conocimiento:  Ingeniería informática y tecnológica
Unidad:  Allianz Partners
Tipo de puesto:  Jornada completa
Trabajo en remoto:  No aplica
Empleo:  Indefinido
ID:  2185

Allianz Partners Spain
 

Key Responsibilities
 

Job Purpose/ Role
As part of the Performance Management team within Operations, the “Data Analyst - Workforce Management” is responsible for accurately sizing and planning resources, based on forecasted workload and pre-defined budget and service levels perimeters.
He/she will enable all business owners to make better resourcing decisions and thus ultimately improve the Operations´ performance as well as employee engagement.
This role reports to the Head of Performance Management and has a high exposure to senior management and the headquarter, providing multiple career advancement opportunities, in Spain and abroad.

 

Key Requirements/Skills/Experience
 

Key Responsibilities
• Produce long-term, mid-term and short-term forecast of activities and associated platform sizing requirements; in close collaboration with the Business Intelligence and other functions such as Sales, etc.;
• Develop a framework to methodically and qualitatively create schedules for the platform employees, including the management of holidays;
• Monitor and analyse latest trends or patterns and proactively deliver alerts and actionable insights to relevant decision-makers;
• Work closely with the headquarter team to ensure a successful local implementation of the global WFM tool (verint-based);
• Support business owners in preparing performance review presentations and act as a point of contact for the Headquarter to provide additional /ad-hoc KPI and analysis under agreed deadlines;
• Document the workforce management operating procedure, to be continuously updated/improved based on process evolutions and feedback from internal customers;
• Collaborate and share best practices with team members, and undertake any additional task as required by the hierarchy.

 

Additional Information
 

Key Requirements/ Skills
 

(mandatory)
• College degree in Computer Science, Engineering, Mathematics/Applied Statistics, Finance or a related field
• Minimum 3-5 years’ experience as a Workforce Management Analyst, in the contact center and/or BPO industry
• Advanced Excel /VBA and analytical skills. Experience in using industry-leading workforce
management tools (Verint preferred)
• Good command of English
• Team player and integrity. Self-starter with growth mindset and “make it happen” attitude

 

(valued)
• Experience with BI tool such as Microstrategy, Tableau, Power BI, Business Objects, Cognos, Qlikview, Klipfolio, etc.
• Knowledge of programming languages such as Python, R, JavaScript, C#/C/C++, etc.
• Previous experience in business intelligence consultancy and/or BPO industry
• Advanced Powerpoint skills