Capacity Manager & Daily Control in Service Center

We are Allianz Direct and think insurance digitally, simply, and directly. In doing so, we combine the strength of Allianz with a way of working in which personal responsibility, collaboration, and quick decisions count. At our location in Halle, our teams work every day to provide our customers with strong service. This requires not only committed colleagues in direct customer contact, but also reliable planning and control in the background. This is exactly where you come in: With your eye for numbers, capacities, and priorities, you ensure that our teams in the areas of Claims and Service & Sales are optimally positioned.

• You keep an eye on the current work situation in inbound and derive the necessary priorities for telephony.
• You monitor the relevant SLAs and adjust the control flexibly when workloads or framework conditions change.
• You ensure that existing capacities are used as effectively as possible and thus support a smooth daily routine.
• You create and maintain regular reports for team leads, management, and controlling and present relevant key figures transparently.
• You take over administrative settings in our digital telephone system, for example skill assignments, announcements, and opening hours.
• You recognize deviations and needs for action early on and initiate appropriate control measures.
• You determine the personnel requirements for inbound telephony and derive daily and hourly requirements from them.
• You create shift schedules for our employees in telephony and adjust them as needed on a daily basis.
• You bring your insights from operational daily business into the further development of our capacity planning.

• Very good Excel skills and confident handling of digital systems, reporting, and control overviews
• A pronounced understanding of key figures, workloads, capacities, and operational interrelationships
• A structured, reliable, and independent way of working
• Analytical thinking and a solution-oriented approach
• Sense of responsibility and the ability to keep an overview and set priorities even in dynamic situations
• Clear and appreciative communication as well as enjoyment of working with different teams and interfaces
• Willingness to justify decisions comprehensibly and take responsibility for operational control