Workforce Planning Analyst - Remote Opportunity at Zurich Insurance

About the Role

Join Zurich Insurance as a Workforce Planning Analyst - Remote and embark on an exciting journey with a company recognized as one of Forbes 2024 'World's Best Employers'. This role offers a unique opportunity to shape the future of our travel insurance claims operations while enjoying the flexibility of remote work. You will play a crucial part in ensuring we have the right people available at the right time to support our customers when they need us most.

What You'll Do

• Build and maintain workforce schedules that align staffing levels with forecasted demand.
• Develop leave plans, shift patterns, and roster strategies that support operational needs and team wellbeing.
• Participate in daily huddles to support leaders in tactical staffing decisions.
• Work with the Planning and Performance team to produce capacity plans and strategic workforce plans.
• Utilize workforce management tools to enhance forecasting accuracy and operational transparency.
• Support the development of dashboards and planning tools that help leaders make confident decisions.
• Provide operational leaders with insights and recommendations that improve staffing decisions and service outcomes.
• Support intraday performance monitoring and recommend adjustments to staffing plans to respond to changes in demand.

Requirements

• Experience in workforce planning within a contact centre or similar environment.
• Hands-on experience using WFM systems (e.g. Webex, Calabrio) for forecasting, scheduling, and intraday management.
• Strong analytical capability with confidence working with datasets and translating insights into action.
• Experience using tools such as Excel, Power BI, SQL to build and maintain visual management boards, performance reports, and capacity plans.
• Proven ability to work effectively with operational leaders and influence decision-making.
• Strong organisational skills with the ability to manage multiple priorities in a fast-paced environment.

Nice to Have

• Experience in the insurance industry.
• Familiarity with additional workforce management tools.
• Knowledge of industry best practices in workforce planning.

What We Offer

• 5 weeks of annual leave for permanent staff through our Z leave initiative.
• 15 days of personal/carer’s leave to support your wellbeing.
• Hybrid working arrangement – 3 days in the office and 2 days working from home per week.
• AUD$500 wellbeing payment per year and AUD$295 new starter e-voucher for your work-from-home setup.
• Access to award-winning training programs to support your career growth.
• Opportunities for global mobility across more than 200 countries.
• Work in state-of-the-art Green Star rated offices.
• Be part of a diverse and inclusive team that values your individuality.