Job Title: Direct WFM Real Time Analyst
About Us:
Allianz Group is one of the most trusted insurance and asset management companies in the world. We care for our employees, their ambitions, dreams and challenges, which makes us a unique employer.
The Opportunity:
We are seeking a highly skilled and experienced Direct WFM Real Time Analyst to join our team in Allianz Direct. As part of the Direct Service Excellence Team, you will report to the Service Excellence Manager and play a pivotal role in supporting the operation by monitoring and controlling the distribution of resource to ensure key performance indicators are achieved.
Key Responsibilities:
* 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.
Performance Analysis:
* Analyse 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 work force management role
* Strong understanding of contact centre metrics and the impact of non-adherence e.g. AHT, shrinkages, 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, data visualization tools (e.g., Tableau, Power BI).
* Experience with Verint, NICE and STORM an advantage.
* Baseline knowledge of forecasting/scheduling and MI.
* Experience in driving operational efficiency.