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Workforce Planning Lead

4 months ago

Brisbane, Australia ALLIANZ AUSTRALIA SERVICES PTY LTD Full time

At Allianz, we’re proud to be one of the world’s leading insurance and asset management brands, with a workforce as diverse as the world around us.

We care about our customers, which is why we hire the very best people to further our commitment to securing the future of our customers, partners, and the community so we’re ready when they need it most.

We offer our people a workplace where everyone feels like they belong, while promoting a culture of lifelong learning, development, and global mobility. Join us and share your ideas, be inspired, give back and feel proud to be a part an organisation doing meaningful work that matters like tackling climate change, mental health, and well-being.

Let’s care for tomorrow, so we can create a better future together, for everyone.

You'll be responsible for

  • Lead and mentor the Telephony Analyst, Forecast Analyst, and other direct reports, ensuring high-quality and accurate outputs from the analyst team.
  • Act as the primary representative in key projects, guiding workforce planning impacts from design to implementation.
  • Take accountability for forecast analytics across the Customer Experience Centre within a multi-channel environment, involving partners, agents, and direct customers in both inbound and outbound interactions.
  • Provide specialised subject matter expertise in Telephony/ Interactive Voice Response, covering all channel and vector directory numbers.
  • Provide in depth analysis and recommendation for Senior Management Teams.
  • Serve as the deputy to the Workforce Planning Manager assist.

About you

  • Possess a Tertiary Qualification in a relevant discipline and/or industry accreditation along with practical experience.
  • Showcase comprehensive expertise in IVR technologies, Virtual Hold, and Avaya communication manager.
  • Demonstrate technical proficiency in various contact centre technologies based on substantial experience.
  • Exhibit extensive experience in providing accurate forecast and capacity planning for efficient operations.
  • Prove analytical and critical thinking capabilities by interpreting diverse data, identifying patterns, trends, and links to inform decision and develop effective solutions.

What's on offer

  • Be part of a team that’s open-minded, supportive, and genuinely focused on customer outcomes.
  • A sense of belonging in the workplace, where you are welcomed and encouraged to bring your most authentic self to work.
  • An employer that is committed to supporting your work/life balance and is always open to conversations about flexible & remote working.
  • Access to over 10,000 on-demand learning resources and programs, to support you in taking control of your career development.
  • Insurance products. Deals and discounts across a great range of retail, tech, and travel brands, and offers for health and well-being.
  • Initiatives to support your financial wellness through selected discounted Allianz insurance products, superannuation matching, salary sacrificing, novated leasing and our referral bonus scheme.
  • The opportunity to take part in our Employee Share Purchase Program- own a piece of your employer.

About Allianz

At Allianz, we care about everything that makes you, you. We believe in an equitable workplace that celebrates diversity and inclusion, where people of all genders, ages, religions, sexual orientations, abilities, and work statuses are not only welcomed, but valued for the perspectives and talents they bring to work.  We are committed to fostering an environment where everyone can thrive, grow, and contribute their unique perspectives to our collective success and reach their fullest potential.

Adjustments and support

If you require any support and adjustments to participate equitably in our recruitment process, we encourage you to reach out to careers@allianz.com.au for a confidential conversation.

Join us. Let’s care for tomorrow. www.allianz.com.au/careers

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