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Workforce Management Analyst

Job Level:  Entry Level

Richmond, VA, US, 23233

Available until:  12/11/2022
Area of Expertise:  Operations
Unit:  Allianz Partners
Employing Entity:  AGA Service Company
Job Type:  Full-Time
Remote Job:  Remote working
Employment Type:  Permanent
ID:  15852


At Allianz Partners, we foster a culture of collaboration, caring, and growth. If you’re looking for a work environment where you are valued for your ideas, your opinions, your desires, your unique background, and everything else that makes you, you – you’ll find it with Allianz Partners.


As a Workforce Management (WFM) Analyst you will provide analysis for call centers and claims departments to assess capacity vs requirements.  Proactively analyze performance in the short to medium timeframe to assist business leaders in making informed decisions related to hiring, driving productivity of resources improving efficiency.

In this role you’ll have an opportunity to engage in new digital channel solutions, utilize market-leading technology to drive the business forward and make an immediate impact.

While working in a highly collaborative, diverse team environment you’ll be able to interact with team members across the globe.


This position is U.S. Remote based eligible.


If you’re looking to progress your career in the area of WFM planning this is the ideal opportunity for you!





  • Forecast short to medium term demand forecast for tactical planning (0-6 month window)
  • Produce minimum 12 weeks medium-term outlook plans and present to management with recommendations for over or understaffing
  • Monitor and control HR roster file for staffing plan.
  • Working in conjunction with LT Forecaster to create and maintain 6-month medium term plan with proactive recommendations
  • Provide recommendations on how to improve utilization of resources through analysis of shrinkage, absenteeism, etc.
  • Create and analyze various daily, weekly, monthly, and ad hoc reports to be used for various purposes.  Provide recommendations based on analysis. 
  • Co-ordinate with schedulers and RTA to ensure that resources are effectively used to meet operational needs
  • Participate in various meetings and projects, as needed.
  • Other necessary work as required.





  • Bachelor’s Degree required or equivalent combination of education and experience.
  • Minimum of 2 years’ experience in a contact center WFM environment required. 
  • Understanding of the contact center’s staffing, availability, call volumes and overall business model is required.
  • Advanced level skills in using MS Excel required.
  • Prior experience with BI reporting applications (PowerBI, Tableau) preferred.
  • Prior experience in SQL Server preferred.
  • Previous experience utilizing workforce management software useful.
  • Ability to work in a fast-paced environment while adhering to changing priorities
  • Ability to work with and keep confidential sensitive materials, situations and people.
  • Detail oriented with strong analytical and numerical aptitudes.
  • Excellent verbal and written communication skills
  • Demonstrated ability to build strong relationships at all levels within the organization.
  • Ability to exercise independent judgment or initiative and function with minimal supervision.



Allianz Partners is a world leader in B2B2C insurance and assistance, specializing in the areas of international health & life, automotive, assistance and travel insurance. Operating in over 76 countries, Allianz Partners offers global solutions that are redefining help, going beyond traditional insurance to help and protect customers wherever they are and whenever they need it. Our innovative experts deliver future-ready, high-tech, high-touch products and services through four commercial brands: Allianz Assistance, Allianz Care, Allianz Automotive and Allianz Travel. We have over 19,000 employees who handle more than 54 million cases each year, motivated to go the extra mile to help customers and employees around the world. If this sounds like you, come and join us!

Allianz Partners is a fast-changing company with strong growth ambitions. We care for our customers, and our caring nature extends to our employees. We don't just hire people, we nourish them and invest in their careers because we recognize that your development and our growth and our development go hand in hand. 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! As an equal opportunity employer, Allianz Partners recognizes that our strength lies in our people. We are committed to diversity and inclusivity and everyone is welcome to apply. More information regarding the Allianz Partners lines of business can be found at:




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.

Nearest Major Market: Richmond