Data Analyst - Workforce Management at Allianz

Job Purpose/Role:

Join our dynamic Operations team as a Data Analyst specializing in Workforce Management. Tasked with evaluating and planning resource requirements against forecasted workloads and specific budget and service metrics, this role serves as the cornerstone for enhancing operational efficiency and employee satisfaction. Reporting directly to the Head of Performance Management, this position offers broad exposure to senior management and significant opportunities for career progression, both in Spain and internationally.

Key Responsibilities:

• Develop long-term, mid-term, and short-term activity forecasts and determine requisite platform resources in collaboration with Business Intelligence and Sales departments.
• Design and implement a systematic, qualitative scheduling framework for platform employees, managing vacation periods effectively.
• Analyze recent trends and patterns, delivering proactive alerts and actionable insights to stakeholders.
• Coordinate with the headquarters to ensure the effective local deployment of the global Workforce Management (WFM) tool, based on Verint technology.
• Assist business leaders in creating performance reviews and serve as a liaison for the headquarters for additional ad-hoc KPIs and analyses within set deadlines.
• Maintain and enhance the workforce management documentation process based on evolving procedures and internal feedback.
• Engage in best practice sharing with peers and tackle additional tasks as needed.

Key Requirements/Skills:

Mandatory:

• Bachelor’s degree in Computer Science, Engineering, Mathematics/Applied Statistics, Finance, or related field.
• At least 3-5 years of experience as a Workforce Management Analyst in the contact center or BPO industry.
• Advanced proficiency in Excel/VBA and analytical competency. Prior experience with top-tier workforce management tools (Verint preferred).
• Fluency in both English and Spanish.
• Demonstrated teamwork capabilities and a proactive, results-driven mindset.

Valued:

• Experience with BI tools such as Microstrategy, Tableau, Power BI, Business Objects, Cognos, Qlikview, or Klipfolio.
• Knowledge of programming languages like Python, R, JavaScript, C#/C/C++.
• Background in business intelligence consultancy or BPO industry.
• Advanced PowerPoint skills.

Allianz Group, renowned as one of the leading insurance and asset management companies globally, is dedicated to fostering a supportive and inclusive work environment. We encourage diverse profiles to apply, regardless of their personal background. We are committed to promoting diversity and inclusivity, believing that a varied workforce enhances innovation and the collective growth of our company and communities.

Job Type: Full-Time, Permanent
Location: Spain
Function: Customer Services & Claims
Seniority: Professional/Non-Executive

If you're ready to influence the future of our Operations division and help optimize our global workforce management strategies, apply now to join Allianz and contribute to shaping our tomorrow.