Workforce Management Analyst - Forecasting & Planning

Allianz
Kuala Lumpur
Workplace: HybridFull timeFunction: Data Analytics & Business IntelligenceExperience: 4+ yearsSkills: ["Organizational skills","Stakeholder collaboration","Clear communication","Data-driven thinking"]

Build forecasting models and capacity plans for APAC contact-centre operations, translating volume drivers, AHT, and shrinkage into staffing recommendations. Design and deliver forecasting metrics, automated queries, and self-serve dashboards using BI tools and source systems. Collaborate with WFM and Operations leaders to validate data quality, scenario outcomes, and service-level impacts, while improving planning methodologies across local and global teams.

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FursaFursa
Allianz
Allianz
2 days ago

Workforce Management Analyst - Forecasting & Planning

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 14 hours agoStatus: Live

Job Summary

Build forecasting models and capacity plans for APAC contact-centre operations, translating volume drivers, AHT, and shrinkage into staffing recommendations. Design and deliver forecasting metrics, automated queries, and self-serve dashboards using BI tools and source systems. Collaborate with WFM and Operations leaders to validate data quality, scenario outcomes, and service-level impacts, while improving planning methodologies across local and global teams.
Location: Kuala Lumpur
Workplace: Hybrid
Employment Type: Full time · Permanent
Job Function: Data Analytics & Business Intelligence

Key Responsibilities

  • •Build operational forecasting models to support short-, mid-, and long-term staffing decisions
  • •Create mid-to-long-term staffing plans across operations lines of business and evaluate service-level impacts
  • •Perform capacity planning by modelling headcount needs, identifying gaps, and translating assumptions into staffing recommendations
  • •Develop and deliver forecasting metrics, reports, charts, and dashboards for operational delivery platforms
  • •Gather requirements with stakeholders, document user needs, and provide training and documentation for self-serve reporting and KPIs

Pay and Benefits

Perks:Medical CoverageAnnual BonusPaid LeaveLearning Budget

Key Requirements

  • •4+ years of experience in WFM, capacity planning, data analyst, or business intelligence roles
  • •Experience in a contact centre, customer service centre, or service operations environment
  • •Demonstrated capacity planning skills including headcount modelling, scenario analysis, and translating volume drivers into staffing plans
  • •Hands-on experience with WFM tools such as Verint, NICE, or Genesys and telephony platforms such as Cisco, Avaya, or Content Guru
  • •Advanced Excel and PowerPoint skills; SQL and BI/data visualisation tools like Power BI are an advantage
Experience:4+ yearsContact centreCustomer serviceService operations
Skills:Organizational skillsStakeholder collaborationClear communicationData-driven thinking
Languages:EnglishBahasa Melayu
Tech Stack:ExcelPowerPointSQLPower BIVerintNICEGenesysCiscoAvayaContent GuruBI dashboardsAgileAI-assisted analytics

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

Allianz
Global insurance and financial services group offering property-casualty insurance, life and health insurance, asset management, and corporate risk solutions to individuals, businesses, and institutions across more than 70 countries.
Industry: Insurance
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Munich, Germany
Founded: 1890
WebsiteLinkedIn