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 experienc
e.
The OpportunityYou’ll be joining the WFM team which forms part of the Direct Service Excellence Team. You will report to the Service Excellence Manag
er.
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 efficie
ncy.
While the role is officially based in Elm Park, Dublin 4 the team currently uphold a highly flexible hybrid way of wor
king.
Key Responsibil
ities:
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 ac
curacy.
Performance Analysis:Analyse real-time data for trends and provide actionable insights.Conduct root cause analysis for service issues and suggest so
lutions.
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 Sp
ecialist.
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 flu
ctuations.
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 im
provements.
Role R
equirements:
Essential CriteriaMinimum 2 years contact centre experience, with 1 year in a real time or work force management roleStrong 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 skillsStrong stakeholder management skillsHigh proficiency in MS Packages , data visualization tools (e.g., Table
au, Power BI)
DesirableAPA qualificationExperience with Verint, NICE and STORM an advantageBaseline knowledge of forecasting/scheduling and MI.Experience in driving operatio
nal efficiency