Job description / Role Job Type
Full Time Job Location
Cairo, Egypt Nationality
Any Nationality Salary
Not Specified Gender
Not Specified Arabic Fluency
Not Specified Job Function
Finance, Business Analysis & Consulting Company Industry
Insurance Job overview

Reporting to Global Workforce Management Lead, the Workforce Headcount Planning Analyst is leading and managing end to end headcount resource planning life cycle and site performance to ensure effective management of all inbound and back office work types across a vast insurance enterprise. The position will have high visibility to all operations teams internally.

What you do

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

Implementation and maintenance of best practice resource planning practices. Manage the Global Capacity Model to manage the long-term and short-term capacity planning processes for a vast insurance enterprise. Collaborate and closely communicate with Senior Operational Leadership, Human Resources, Strategic Program Teams, and Finance teams to ensure smooth execution of capacity planning processes. Provide optimal contact volume allocation recommendation for several regulated workstreams by accounting for trade-offs between quality, productivity, and cost. Mitigate capacity risks by managing dependencies across multiple sites and geographies. Clearly communicate dependencies and manage and track expectations. Clearly communicate dependencies to the right stakeholders and manage and track expectations. Participate in global customer service initiatives and project rollouts to cater to growing business needs. Contribute to the automation and standardisation projects within the Worldwide Capacity Planning organisation. Maintain headcount reporting, including tracking attrition trends across multiple skills, channels, and geographic locations. Collaborate with stakeholders to implement risk mitigation strategies. Other requirements Support project assignments as required. Mentor the wider WFM team, nurturing skills development, promoting best practices, and enhancing overall team performance. Identify potential risks to production capacity and proactively devise contingency plans. What you bring

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

3+ years in Workforce Management within a contact centre environment. 2+ years in a capacity planning and forecasting role. Previous experience with WFM platforms (e.g., Verint, Aspect, IEX). Proficiency in data modelling, statistical analysis, and data visualization. High proficiency in Excel data analysis and Microsoft programs such as PowerBI and Access. Experience with SQL or other data retrieval languages is advantageous. Ability to interpret data for performance trends and long-term improvement opportunities. Experience presenting long-term scenario plans to senior leadership. Behavioral competencies A highly customer-focused individual with excellent interpersonal and communicative skills. Excellent problem solving skills. A high level of results and goal orientation. Takes full ownership and responsibility for the tasks and duties assigned to them. Very high attention to detail. Excellent team player and ability to work on own initiative. Highly motivated and innovative individual possessing the ability to work under pressure and to continuously meet tight deadlines and service standards. Fully capable of prioritising and managing own work independently. Ability to influence others and lead by example. About the Company

With over 159,000 employees from 172 nationalities across more than 70 countries, we are one of the world's most trusted insurance and asset management companies. We offer a broad range of products and services in property/casualty insurance, life/health insurance, and asset management. We have our largest operational presence in Europe, and our parent company, Allianz SE, is headquartered in Munich, Germany. From jobs in Actuarial, Business and IT to Inhouse Consulting and Investment Management - your opportunities are endless!

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