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Operational Excellence Manager

1 week ago

Dublin, Dublin City, Ireland Allianz Popular Sl. Full time

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 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.

The Workforce Management Real Time Analyst is responsible for leading real-time operational performance, overseeing call queues, staff adherence, and service levels to enhance customer satisfaction. This role requires strong analytical and problem-solving skills, with the ability to work closely with cross-functional teams to drive operational efficiency.

Key Responsibilities:

  • Real-Time Monitoring & Management: Utilize WFM tools to monitor call centre performance, ensure SLA adherence, manage abandonment rates, and optimize 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.

Performance Analysis:

  • Analyze real-time data for trends and provide actionable insights.
  • Conduct root cause analysis for service issues and suggest solutions.

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.

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.

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.