Workforce Management Analyst

5 days ago

Gurgaon, Haryana, India Allianz Partners Full time ₹ 5,00,000 - ₹ 7,00,000 per year

Company Description

Allianz Partners is a global leader in B2B2C insurance and assistance, providing comprehensive solutions in travel insurance, international health and life, automotive, and assistance services. Focused on a customer-driven approach, the company offers innovative and technologically advanced products through its commercial brands: Allianz Assistance, Allianz Automotive, Allianz Travel, and Allianz Care. With a presence in 75 countries, a multilingual team of 21,100 employees, and over 71 million cases handled annually, Allianz Partners is committed to delivering peace of mind to customers worldwide. As a member of the Allianz Group, the organization proudly serves as the Worldwide Insurance Partner for the Olympic and Paralympic Movements.

Role Description

This is an on-site, full-time role based in Gurgaon for a Workforce Management Real-Time Analyst. The primary responsibilities include monitoring and managing workforce performance in real-time to ensure operational efficiency. The role involves tracking call center metrics, managing agent schedules to meet service level agreements, responding to staffing issues, analyzing trends, and providing actionable recommendations for optimization. The position requires quick decision-making and effective communication between teams to achieve operational goals.

Qualifications

  • Proficient in workforce management tools and concepts, including real-time monitoring, scheduling, and forecasting
  • Strong data analysis and reporting skills, with the ability to use analytics software or tools effectively
  • Excellent communication and problem-solving skills, with the ability to work under pressure
  • Familiarity with call center operations and key performance indicators (KPIs)
  • Attention to detail, organizational skills, and the ability to multitask effectively
  • Proficiency with MS Excel and other data analysis tools
  • Bachelor's degree in business, management, or a related field is preferred
  • Prior experience in a workforce planning or real-time analyst role in a call center setting is an added advantage

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