WFM Manager

Allianz Partners Group is the world leader in travel insurance, roadside assistance, Home and personal services, every day is a new opportunity to make a difference. We are proud of our 17,000 employees spread across 6 continents in 34 countries and speaking 40 languages. For as many different scenarios as there are people, we’re here to help our customers out of difficult situations, throughout the world, around the corner, or even in their home.

By caring about people, Allianz Partners fosters a culture where its employees are empowered to collaborate, push the boundaries and challenge the industry.

What you do

Your main mission will be to achieve a continuous balance between available resources (human and technical) and service demands (despite the variability in call flows), guaranteeing the achievement of the quality standards set through the management of “ Workforce Management”. To achieve the objectives of its mission, one of its tasks is to prepare management reports in which it analyzes the data offered by the system to prepare daily, weekly, monthly and annual forecasts.

Key Responsabilities 

Responsibilities will include, but are not limited to, the following:

• Workforce Planning: Planning is the cornerstone of WFM. This involves projecting labor demand, whether on specific hours, days, or seasons, and determining the number and type of personnel required to meet those needs. Historical data, seasonal trends and future forecasts are crucial in this process.
• Schedule scheduling: Once staff planning is done, the next step is to create effective schedules that allocate tasks and time optimally. This involves considering employee availability, skills and preferences, as well as the operational requirements of the call center.
• Managing staff turnover and retention: Maintaining a talented and engaged team is critical to the long-term success of a call center. The WFM works closely with the human resources department to identify and address the underlying causes of employee turnover, as well as to implement effective employee retention strategies.
• Demand Forecasting and Planning: The ability to accurately forecast work demand is essential for effective workforce management. WFM uses historical data, trend analysis, and predictive modeling to anticipate fluctuations in workload and adjust scheduling accordingly.
• Optimizing Efficiency: The ultimate goal of WFM is to increase the operational efficiency of the call center. It's about finding the right balance between labor supply and demand, reducing downtime and maximizing employee productivity.
• Performance and productivity management: WFM is not only about scheduling, but also about ensuring that employees perform their duties optimally. This involves tracking individual and team performance, identifying areas for improvement, and implementing measures to increase productivity.

What you bring

To be successful in this position you will need to have the following skills/ experience:

• • It is not an essential requirement to have a university degree to perform these functions, but it is valuable.
  • English medium/advanced level
  • Knowledge of tools specific to the function
  • Experience as a WorkForce Management technician of at least 2 years
  • Insurance Contact Center Experience
  • Advanced knowledge of Excel

What we offer

Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, to grow and to shape a better future for our customers and the world around us.

50610 | Finance & Accounting | Professional | Non-Executive | Allianz Partners | Full-Time | Permanent

Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, to grow and to shape a better future for our customers and the world around us. 
We at Allianz believe in a diverse and inclusive workforce and are proud to be an equal opportunity employer. We encourage you to bring your whole self to work, no matter where you are from, what you look like, who you love or what you believe in.
We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, disability or sexual orientation.
Great to have you on board. Let's care for tomorrow.