WFM Capacity Planner

What you do

Drive strategic workforce planning and forecasting across multiple business units in Tokyo. You’ll optimize staffing, service levels, and resource allocation while leading executive reporting through advanced Excel and Power BI dashboards. Partner with operations to translate data into actionable insights and continuous improvement.

Key responsibilities

• Build and execute multi-year workforce plans across business units.
• Forecast volumes, staffing, and capacity using WFM methodologies.
• Design executive dashboards in Excel and Power BI.
• Monitor KPIs, identify risks, and recommend corrective actions.
• Lead cross-functional planning meetings and stakeholder communications.
• Work effectively in an environment shaped by artificial intelligence (AI), machine learning, data analytics and cloud-based tools, using insights responsibly with our standards of data governance, security and ethical use.

What you bring

• 3+ years WFM experience in a contact center environment.
• Proficiency in English and Japanese, written and spoken.
• Advanced Excel and Power BI dashboarding skills (such as Cognos, Business Objects, Qlikview, PBI, MicroStrategy, Celonis)
• Knowledge of Erlang, SLA, AHT, ASA, and forecasting.
• Exposure to source system query engines (such as SAP, PeopleSoft, Cisco, Avaya, Verint, Content Guru, or any other related WFM tool)

How We Hire

Allianz Partners does not accept unsolicited CV’s or approaches from agencies. We only work with partners on our approved supplier lists, under contract. Any unsolicited submission will not be considered.

What we offer

Our employees play an integral part in our success as a business.

We appreciate that each of our employees are unique and have unique needs, ambitions and we enjoy being a part of their journey.

We are there to empower and encourage you with your personal and professional development ensuring  that you take control by offering a large variety of courses and targeted development programs. All that in a global environment where international mobility and career progression are encouraged. Caring for your health and wellbeing is key priority for us. This is why we build Work Well programs to providing you with peace of mind and give the flexibility in planning and arranging for a better work-life balance.

81048 | Operations | Professional | Non-Executive | Allianz Partners | Full-Time | Permanent

Allianz Group 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. 

At Allianz, we stand for unity: we believe that a united world is a more prosperous world, and we are dedicated to consistently advocating for equal opportunities for all. And the foundation for this is our inclusive workplace, where people and performance both matter, and nurtures a culture grounded in integrity, fairness, inclusion and trust. 

We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, social class, disability or sexual orientation, or any other characteristics protected under applicable local laws and regulations. 

Join us. Let's care for tomorrow.