Workforce manager

Descriptif du poste

Since 2021, Allianz Services has launched its Allianz Services entity to meet the project needs of Allianz operating entities. This position is based in Casablanca.

Does providing quality service also motivate you? So why not join us to be at the forefront of progress and develop innovative products and services in an international environment !

We are looking for Motivated workforce Manager ideal candidate will be responsible for planning, forecasting, scheduling and real time resource management of the operational teams. The WFM team establish effective relationships with internal and external partners, propose & setup on demand reports to follow the operational KPIs. The Workforce Manager is responsible for planning, forecasting, scheduling and real time resource management of the operational teams. The WFM team establish effective relationships with internal and external partners, propose & setup on demand reports to follow the operational KPIs.


Key Responsibilities
• Responsible for the creation of moderation teams' schedules on a regular basis; maximize
schedule efficiency and provide a variety of creative schedule options
• Recommend optimal shifts to meet SLA requirements
• Responsible for processing and approving vacation requests based on staffing needs
• Maintain daily schedule adjustments ensuring timely and accurate updates
• Manage intraday staffing levels across multiple teams/queues
• Monitor Realtime adherence to schedule and call out potential risks, staff shortages and unplanned events to the management.
• Projecting different scenarios for expected volume with consideration of utilization, efficiency, and productivity
• Develop and present analytical reporting, using available data, understanding the needs of stakeholders at differing levels.
• Leading continuous improvements on WFM processes/tool/system identifying areas of opportunity to increase operational efficiency

Profil Recherché

Key Requirements
• Staff Manegement knowledge
• +2 Years experience in workforce Management, scheduling and real time Management, especially within contact centers, support centers, or workforce -driven productions,forecasting knowledge is
advantagerous
• Experience working with workforce tools ( Aspect,Verint,Nice,Teleopti)
• Applying project management, consulting and organizational and change management skills
• Advanced skills using Microsoft office Excel, Power BI, or other visualization tools.
• Fluent in Both French, English

Avantages sociaux et autres

What To Expect from US :

-You will be working in a people-oriented and entrepreneurial organization. So is the mindset of our managers.
-You can count on a pleasant working atmosphere with motivated colleagues.
-We do not discriminate on the basis of gender, race, color, nationality, religion, sexual orientation, age, marital status, veteran status or disability.
+ Direct contract (CDI) with Allianz Services part of Allianz Group + Private Insurance (Allianz)
- Position is Based in Tangier

Amplitude horaire

Full Time

Salaire Net + primes

We offer a compétitive Package