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Workforce Manager

Job Level:  Management


Due Date:  17/03/2022
Area of Expertise:  Project Management
Unit:  Allianz Partners
Job Type:  Full-Time
Remote Job:  Home office due to Covid-19
Employment Type:  Permanent
ID:  3734

About Allianz Partners


Allianz Partners is a leading provider of global assistance, automotive and travel insurance solutions, with more than 21,000  employees  worldwide and commercial activities in 76 countries. We put the consumers' needs in the center of what we do, aim to become a digital champion and believe in data based learning. We use the Allianz Partners network to access state of the art capabilities, combine it with global expertise and an innovative mind-set, constantly questioning current ways of offering insurance. 


The Global Competence Center (GCC), on the Romanian market since 2014 and developing under DARE & CARE Allianz Partners values, is a growing operational site that serves internal clients and their end customers throughout the world with innovative, seamlessly integrated insurance and assistance services.   

Do you enjoy thinking ahead and identifying new opportunities or anticipate future challenges? Do you like driving complex, cross-functional projects in an agile way? Do you enjoy pushing borders and have a passion for the latest technologies?




•Designing and set up Workforce management processes with TL, HQ and Sr. Management to ensure best match between workforce and availability;

•Communicate KPIs to Group Performance Management and partner business units;

•Provide quantitative insights regarding operations performance to identify areas for improvement / best practice; 

•Provide workforce management expertise during tender process;

•Offer support to Platform Managers in forecast discussions for long, medium and short-term  (sizing process - platform need/coverage);

•Offer support to the Team Leaders in an efficient planning organization and for hotline steering;

•Manage daily staffing level to ensure optimal productivity overall the platform;

•Develop/ provide the OPS dashboard / monitor KPIs to give platform managers the required steering tools;

•Take all necessary initiatives for KPI & Workforce improvement;;

•Review and improve processes, either by providing best practices through training or automating tasks through custom development;

•Offer support and facilitation between IT and Operational teams;

•Implement automated solutions- at platform/ GCC level.




•Bachelor’s degree;

•3+ years experience in workforce management, preferably within a contact center or high volume environment;

•Previous sound exposure to client and/or senior management;

•Expertise in capacity planning, forecasting, real-time management, reporting and sizing;

•Proficient in designing or implementing workforce management processes and tools;

•Excellent organizational, project management and presentation skills;

•Able to work with large amounts of data to identify trends and patterns;

•Able to manage multiple, complex, ongoing tasks and projects;

•High attention to detail with a strong desire to optimize procedures and processes;

•Strong verbal and written communication skills;

•High achiever and self-starter;

•MS Office mastery (Excel, Outlook, PowerPoint) and outstanding ability to learn technology very quickly;

•Fluent in English and Romanian.


The benefits we offer, besides our great way of living at work, are:



  • Monthly transportation allowance
  • Meal allowance of 20Ron/day on card
  • Subscription to private medical services provider
  • Gift tickets for Easter and Christmas


Health and Well-being:

  • Gym Discounts or vacation vouchers
  • Additional vacation days based on seniority
  • Corporate seminars


You grow:

  • Local and International Career opportunities
  • 5 different Volunteering Teams you can be part of
  • Wide training curricula
  • All you can read with LinkedIn Learning & Bookster


Attractive compensation package:

Fixed salary compensation  and performance bonus



Allianz Partners is the home for those who dare – a supportive place where you can take the initiative to grow and to actively strengthen our global leadership position.

We are ONE of the 4 Global Centers of Competence that Allianz Partners has around the world and we deliver back office and front office assistance and claims management services for customers or Allianz entities based in: Germany, Austria, Switzerland, Ireland, Italy, Romania or for Global Business Accounts;

We CARE about us as a team the same We CARE about our customers;

We DARE to have fun the same we DARE to look for solutions or improvement;

We CARE about nature, children, about the world the same we CARE about our own development.