Real Time Lead | QLD - Brisbane

Job reference number: ALL/1589483QLDQLD

At Allianz, we care for all the things that make you, you. For feeling like you belong. For a place where learning never stops. For growing new skills and opening up exciting possibilities. For your curiosity to thrive and help transform an industry. And when life twists, there's flex for balance and the support you need. So come and share your ideas, give back and feel proud to be part of a company doing work that matters across climate change and mental health. Let's care for everyone's tomorrow so we can create a better future together.

Real Time Lead & Workforce Analyst Brisbane | Adelaide

  • Put the customer at the heart of everything you do
  • Feel empowered to make a positive impact
  • Be trusted to do what's right

Are you looking for an organisation that has a high level of Integrity and professionalism?

Reporting into the Workforce Planning Manager this Real Time Lead will provide effective, operational management through real time, while mitigating and resolving business impacts, working closely with Support Services and Senior Leadership in accordance to service agreements and people preferences, by using specific industry tools. You will be leading and developing a team of 3 comprised of Real Time Planners.

Due to an internal promotion, we are also seeking a Workforce Analyst to join our Contact Centre Support team. Our Contact Centre operates across 5 sites with over 600FTE; predominantly inbound, with outbound, email and webchat.  This role is responsible for the successful forecasting, scheduling and real time functions of those centres.

The Real Time Lead will be responsible for:

  • Monitoring Adherence, Talk Time, After Call Work, Grade of Service and Occupancy to ensure necessary steps are taken to achieve Key Performance Indicators
  • Ensuring optimal performance to forecast through balancing requests for additional hours, leave and off phone activities
  • Collaborating with HR stakeholders in relation to Payroll Audits and fortnightly Payroll delivery
  • Maintaining the Workforce management systems including data entry, scheduling parameter and scenario maintenance, user management and provide product capability knowledge to the business
  • Proactively identify opportunities and make recommendations based on sound analysis relating to planning, deployment and change management of scheduling processes

The Workforce Analyst will be responsible for:

  • Undertaking Workforce Planning activities to determine resource requirements and forward workforce estimates, working with stakeholders to ensure the quality and accuracy of resource plans
  • Providing reporting in relation to planning and capacity to support the Contact Centre's core deliverables
  • Supporting supplier sourcing strategies for key resource areas, based on planned capability and workforce capacity planning
  • Providing advice to stakeholders regarding the skill profiles and other workforce planning issues
  • Working with stakeholders to support the allocation of resources to enable the achievement of business deliverables


Important to your success:

  • Tertiary qualifications in a relevant discipline and/or industry accreditations and experience
  • Proven analytical experience and demonstrated understanding of workforce data analytics and predicative reporting
  • Excellent knowledge of the insurance business and understanding of key drivers combined with the ability to mobilise a functional team.
  • Ability to interpret and analyse complex information, extract meaningful insights and evaluate options for decision making.
  • Excellent knowledge of technology, systems, processes and Contact Centre operations.
  • Excellent verbal and written communication skills, capable of communicating with audiences at all levels with clarity, impact and influence

What's on offer?

  • Learning is not left to chance – you'll be exposed to ongoing coaching from your manager, given access to hundreds of courses through LinkedIn Learning plus we are making huge investment into external study and training
  • We value integrity, discretion and doing what's right for the customer over KPIs and strict process
  • What matters to you, matters to us too. Feel supported to have open, honest conversations about the flex you need so that you're able to take care of your personal life

About us

Allianz is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, to grow and to shape a better future for our customers and the world around us.

Allianz is committed to employment equity and therefore welcomes applications from men and women regardless of race or ethnicity, age, nationality, religion, disability, sexual orientation or philosophy of life. Please advise us if you require any reasonable adjustments to fully participate in the recruitment process or perform the requirements of the role. We support flexibility so please discuss your needs with us during the process.

Let's care for tomorrow. For a career with plenty of room to grow. Care to join us?


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