要員管理アナリスト/ Workforce Management Analyst

An international insurance company is looking for a Workforce Management Analyst. The selected candidate will design, analyse, and optimise operational forecasts, staffing plans, and reporting solutions to improve service performance and efficiency.

Responsibilities:

• Define operational forecasting using predictive analysis and Data Science methods
• Formulate mid-to-long term staffing plans for all Operations
• Evaluate optional plans by assessing outcomes and service level impacts
• Refine and improve the accuracy of existing staffing plans and processes
• Develop and maintain reports, dashboards, and analytical tools for operational performance
• Analyse staffing requirements, operational metrics, and variance to plan
• Support business cases, budget assumptions, and strategic operational plans
• Collaborate with local and global teams to execute project deliverables and share best practices
• Liaise with stakeholders to gather requirements and translate them into technical solutions
• Provide training, documentation, and guidance on self-serve reporting, KPIs, and data governance

Requirements:

• Bachelor’s degree or above in Computer Science, Math, Statistics, or Business
• More than 4 years of experience in data science, business intelligence, or analyst roles
• Experience in call-centre, customer service, or service operations environments preferred
• Proficient in MS Office Suite, SQL Server, and BI tools
• Skilled in workforce management tools (Verint, Nice, Genesys) and telephony platforms (Cisco, Avaya)
• Experience with MicroStrategy Desktop, Klipfolio, or similar data visualisation tools
• Familiarity with Agile project methodologies
• Expertise in company products, competition, and market landscape
• Professional level Japanese and English

About the Company:

An international insurance company, this organisation is one of the largest of its kind. This company employs a large workforce providing a variety of insurance solutions to customers around the world.

Keywords:

ワークフォース管理, 労働力分析, データ分析, ビジネスインテリジェンス, コールセンター, 顧客サービス, 予測分析, KPI, ダッシュボード, 求人, 外資系

Job Ref: VOP2GB