Real-time Analyst with German , Allianz Partners Romania

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Română (nativ)Engleză (avansat)Germană (avansat)

We are seeking a WFM Real-Time Analyst to monitor and manage day-to-day customer service operations in real time.
This role requires strong attention to detail, fast decision-making, and the ability to respond quickly to changing operational demands. You will support both the internal WFM team and operational leaders by providing real-time insights, action plans, and performance guidance to ensure efficiency and service excellence.

Key Responsibilities:

Real-Time Monitoring & Operational Control

Monitor real-time call volumes, staffing levels, service metrics, and schedule adherence.
Adjust call routing, agent skills, and staffing allocations to meet service level targets (TSL, SLA).
Track and report absenteeism, lateness, and unscheduled “not ready” statuses.
Monitor WFM KPIs in real time (SLA, AHT, ASA, occupancy, abandon rate, offered calls, shrinkage, etc.) and provide corrective recommendations.
Identify and escalate IT issues impacting operational performance.

Scheduling & Workforce Optimization:

Support the development and management of staffing schedules across departments.
Ensure proper shift coverage, including breaks, lunches, training, meetings, and coaching sessions.
Collaborate with schedulers and operations to optimize workforce utilization.

Reporting & Insights:

Analyze real-time and historical data to identify trends and improvement opportunities.
Produce daily reports and alerts summarizing operational status and insights.
Communicate clearly with team leaders and management regarding performance and required adjustments.

Cross-Functional Collaboration:

Partner with operations to enhance delivery processes and resolve real-time challenges.
Assist with assigned projects and support continuous improvement initiatives.

Qualifications:

High School Diploma or equivalent.
Advanced German and English Skills.
Ability to work in a fast-paced, dynamic environment.
Basic to intermediate skills in Excel and PowerPoint.
Strong organizational, analytical, and communication skills.
Preferred but not required:
- Experience with BI tools (Cognos, QlikView, PBI, MicroStrategy, etc.)
- Exposure to system query engines/WFM tools (SAP, Cisco, Avaya, Verint, Content Guru, etc.)
- Knowledge of Visual Basic or SAS/SASS

Beneficii acordate

Financiar

Medical

Dezvoltare

Condiții de lucru

Timp liber

Allianz Partners

4.38

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ALLIANZ is HOME for THOSE WHO DARE

Allianz is the home for those who dare – a supportive place where you can take the initiative to grow and to actively strengthen our global leadership position. By truly caring about people – both its 85 million private and corporate customers and more thanemployees – Allianz fosters a culture where its employees are empowered to collaborate, perform, embrace trends and challenge the industry.

Our main ambition is to be our customers’ trusted partner, instilling them with the confidence to grow. If you dare, join us at Allianz Group.

Our History

Founded in 1890 in Berlin, Allianz is a worldwide leader in insurance and financial services with a presence in about 70 countries around the globe. Further high quality services are offered globally by Allianz Asset Management with its companies Allianz Global Investors and PIMCO, Allianz Global Corporate and Specialty (corporate and specialty risks), Euler Hermes (credit insurance) and Allianz Global Assistance (assistance services). Beyond the quality of our financial performance, a number of other activities and factors are important for the sustainable growth of our competitive strength and company value. These include, but are not limited to, our global diversification, the reduction of complexity, our value-based management approach – and our crucially important employees.