Workforce Management Real Time Analyst

As the trusted insurance partner to over 700,000 customers across the island of Ireland, Allianz plc has built a local and global brand based on trust, integrity and outstanding customer service for over one hundred years.

Delivering fantastic customer experiences to our customers is the role of our team in Allianz Direct, who offer market leading products to our customers; achieving sales, retention and quality targets by providing the trusted service on which Allianz has built its reputation.

Workforce management (WFM) plays a crucial role in ensuring a well-organized and productive workforce, with the ability to balance operational needs with employee satisfaction to contribute to the success of the company and enhance customer experience.

The Opportunity

You'll be joining the WFM team which forms part of the Direct Service Excellence Team. You will report to the Service Excellence Manager.

As Direct's WFM Real Time Analyst, you will lead real-time operational performance, overseeing call queues, staff adherence, and service levels for enhanced customer experiences. You will work closely with WFM and Sales & Distribution management teams and play a pivotal role in supporting the operation by monitoring and controlling the distribution of resource to ensure key performance indicators are achieved. You will also contribute to the success of the Sales and Distribution contact centre by working closely with the WFM Specialist to provide data-driven insights, improve resource allocation, and drive operational efficiency.

While the role is officially based in Elm Park, Dublin 4 the team currently uphold a highly flexible hybrid way of working.

Key Responsibilities:

1. Real-Time Monitoring & Management:
   • Use WFM tools for real-time call centre performance monitoring, ensuring SLA adherence, managing abandonment rates, and optimizing schedules for productivity.
   • Adjust staffing levels in real-time across various contact channels and manage agent adherence.
   • Address deviations in metrics like call volumes and handling time, coordinating with management on exceptions.
   • Maintain staffing rosters, holiday schedules, and shift changes.
   • Collaborate with the WFM Specialist on staffing plans and ensure resource database accuracy.
2. Performance Analysis:
   • Analyse real-time data for trends and provide actionable insights.
   • Conduct root cause analysis for service issues and suggest solutions.
3. Intraday Management, Analysis, and Reporting:
   • Monitor call queues and dashboards to maintain KPIs.
   • Prepare and share real-time performance reports, highlighting trends and improvement areas.
   • Evaluate forecast variances to enhance future predictions with the WFM Specialist.
4. Collaboration and Stakeholder Management:
   • Serve as the main contact for real-time workforce issues, communicating with agents and management.
   • Collaborate with cross-functional teams to resolve real-time issues and manage workload fluctuations.
5. Process Improvement and Strategy:
   • Refine real-time processes for efficiency and workforce optimization.
   • Work with the WFM Specialist on forecasting and scheduling improvements.
   • Participate in review meetings to discuss performance metrics and improvements.

Role Requirements:

• Minimum 2 years contact centre experience, with 1 year in a real-time or workforce management role.
• Strong understanding of contact centre metrics and the impact of non-adherence (e.g. AHT, shrinkage, average speed to answer, abandonment rates, SLA, variance to forecast).
• Strong experience with WFM tools and real-time performance monitoring systems (e.g., NICE IEX, Verint, Aspect) and call routing systems.
• Excellent numerical, analytical and problem-solving skills.
• High proficiency in MS Packages and data visualization tools (e.g., Tableau, Power BI).
• Experience with Verint, NICE and STORM is an advantage.
• Baseline knowledge of forecasting/scheduling and MI.
• Experience in driving operational efficiency.

65453 | Operations | Professional | Non-Executive | Allianz Ireland | Full-Time | Permanent

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.