Workforce Planning Analyst – Global Capacity Management

About the role

The Workforce Planning Analyst will lead the end‑to‑end headcount planning lifecycle for a global insurance operation. Reporting to the Global Workforce Management Lead, the role ensures that workforce capacity aligns with business demand, supporting operational efficiency and sustainable growth.

Key responsibilities

• Manage the Global Capacity Model and drive short‑term and long‑term workforce planning across multiple regions.
• Partner with senior operational leaders, HR, Finance and Strategic Program teams to deliver workforce planning activities and hiring strategies.
• Develop allocation recommendations that balance service quality, productivity, customer outcomes and cost efficiency.
• Identify, assess and mitigate capacity risks across sites, functions and geographies.
• Communicate workforce risks, constraints and scenario impacts to stakeholders for proactive decision‑making.
• Participate in global customer service initiatives and business transformation projects.
• Standardise and automate planning processes and reporting for continuous improvement.
• Maintain accurate headcount analytics, including attrition trends, skill requirements and channel performance.
• Support cross‑functional projects, mentor the Workforce Management team and develop contingency plans.
• Leverage AI, machine learning and cloud‑based solutions while adhering to data governance and ethical AI standards.

Required profile

• Minimum 3 years of experience in Workforce Management within a contact‑centre or service‑operations environment.
• Strong analytical capabilities and stakeholder‑management skills.
• Proven ability to communicate complex workforce risks and recommendations clearly.
• Experience collaborating with HR, Finance and operational leaders on strategic workforce initiatives.

Required skills