As a Workforce Analyst, the profile is strategic and plays a vital role in supporting Az Portugal optimizing the workforce operations to enhance efficiency, productivity, and overall performance. Working closely with internal/external clients to assess the current workforce related processes, identify areas for improvement, and implement strategic solutions. Also enabling the successful implementation of Verint WFM tool to the eligible business areas. The goal is to ensure that our workforce is aligned with its business objectives, resulting in streamlined operations and improved employee.

Responsibilities

• Conduct thorough assessments of the client's current workforce management processes.
• Analyse workforce data, including forecast, staffing levels, scheduling, and performance
• metrics.
• Identify trends, patterns, and areas of improvement in workforce efficiency.
• Command over ErlangC and UBP models to strengthen WFM capabilities in Portugal.
• Collaborate with clients to understand their business structure to have streamlined approach for capacity management.
• Develop and implement workforce management strategies aligned with the organization's overall strategy.
• Create detailed workforce plans with monitoring mechanism.
• Mastering Verint functionalities to develop WFM skills in Portugal.
• Evaluate and recommend the eligible areas for Verint Tool Implementation.
• Implement and integrate workforce management systems to enhance efficiency.
• Provide training and support for the adoption of new technologies.
• Develop and implement staffing models that align with business needs.
• Optimize scheduling processes to ensure adequate coverage while minimizing costs.
• Advise on strategies for balancing workload and workforce capacity.
• Establish key performance indicators (KPIs) to measure workforce performance.
• Implement reporting mechanisms to track and analyse workforce related SLAs regularly.
• Provide insights and recommendations based on performance metrics. Developing clear and concise reports and presentations from data analysis findings.
• Facilitate change management processes related to workforce initiatives.
• Work with stakeholders to ensure a smooth transition during the implementation of new workforce strategies Verint tool.
• Build strong relationships with clients and key stakeholders.
• Communicate effectively to understand client needs and expectations.
• Provide ongoing support and consultation to address evolving workforce challenges.
• Need to provide Real time support to Ops to manage the queues and to ensure adherence is in place for the process.
• Assist with any schedule changes to individual rosters which includes coding meetings, 1-2-1’s, coaching sessions, trainings etc.
• A Workforce Analyst is responsible for assessing, planning, and managing the labor resources of a company. This requires making critical decisions on staffing levels, work schedules, training needs, and performance management.

Profile

Technical Background Expected:

• 2 to 5 years of experience in workforce related job profile
• Knowledge in Statistical analysis
• Knowledge of WFM tools, Microsoft Office tools Power BI
• Knowledge on Verint tool is a mandate
• Bachelor’s Degree or equivalent in Computer Science, Information System, Accounting, Finance, or related field

Soft skills Expected:

• Good interpersonal skills, operating as part of a team, participating, collaborating with team members on projects
• Strong verbal and written communication skills
• Proven experience in workforce management consulting or a related role
• Strong analytical and problem-solving skills
• Ability to work independently and collaboratively with cross-functional teams
• Fluency in Portuguese
• Knowledge of English language
• Data Analysis, (Microsoft) Copilot, ChatGPT

99906 | Operations | Professional | Non-Executive | Allianz Services | 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. We are united by a shared commitment: to put our customers first and at the center of everything we do. Their needs inspire our thinking and guide our actions. Together, we can build an environment where everyone feels empowered and confident to explore, grow and shape a better future – for our customers and for the world around us.
At Allianz, we stand for unity: we believe that a united world is a more prosperous world, and we are dedicated to consistently advocating for equal opportunities for all. The foundation for this is our inclusive workplace, where people and performance both matter, and where integrity, fairness, inclusion and trust are at the heart of our culture. We therefore welcome applications regardless of race, ethnicity or cultural background, age, gender, nationality, religion, social class, disability or sexual orientation, or any other characteristics protected under applicable local laws and regulations.
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Note: Having different strengths, experiences, perspectives and approaches is an integral part of Allianz‘ company culture. One means to achieve this is a regular rotation of Allianz employees across functions, Allianz entities and geographies. Therefore, Allianz expects from its employees a general openness and a high motivation to regularly change positions and collect experiences across Allianz Group.