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WFM Service Delivery Manager

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Allianz

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Location:
Switzerland , Bern

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Category:
Insurance

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

As Workforce Management Service Delivery Manager for our Contact Centre Operations team at Medi24, you will play a pivotal role in ensuring the execution of the staffing strategy through the tactical scheduling and intra-day teams. You will lead a dynamic team responsible for scheduling and real-time monitoring of customer behaviour and operational performance, driving optimal staffing levels to meet service level agreements. This role offers the opportunity to collaborate with various stakeholders across a vast insurance enterprise to drive efficiency and innovation in a 24/7 operational environment.

Job Responsibility:

  • Lead and manage a team of scheduling and intra-day analysts, fostering a collaborative and high-performance culture
  • Develop strategies and processes to build a self-sufficient tactical workforce management function that collaborates effectively with partners and stakeholders
  • Regularly review and update delivery plans, making recommendations to strategic planning function and senior leadership for effective execution in operations
  • Serve as the primary point of contact for short term/real-time operational issues, communicating with functional leads and other stakeholders to resolve issues promptly
  • Oversee workforce management functions, coordinating process improvement and business functions to support the overall business strategy
  • Foster a culture of continuous improvement by evaluating processes, identifying areas for enhancement, and implementing innovative solutions
  • Foster a development culture that mutually meets the business requirements and individual career goals
  • Oversee procedure and policy documentation, including real-time playbook documentation
  • Perform additional duties as assigned to support the contact centre’s objectives

Requirements:

  • Experience in an insurance services call/contact centre
  • Minimum 3+ years experience in Workforce Management
  • Proven management and leadership experience
  • Ability to work in a fast-paced environment and adapt to changing priorities
  • Proficiency in Microsoft Office products (Excel, Word, PowerPoint)
  • Strong knowledge of telephony/call routing and workforce management platforms (CC Math / Verint advantageous)
  • Understanding of cross-business workforce management practices
  • Experience leading or supporting project initiatives
  • Excellent communication skills
  • Experience in business analysis, reporting, problem identification, resolution, and root cause analysis
  • Fluent English and German to business standard
  • Ability to collaborate effectively with business partners
  • Demonstrated ability to influence people at various levels internally and externally

Nice to have:

  • Professional qualifications from reputable training institutes or professional bodies
  • Experience in process improvement and innovation in a contact centre environment
  • Familiarity with regulatory compliance in the health insurance industry
What we offer:
  • Large variety of courses and targeted development programs
  • International mobility and career progression
  • Work Well programs for health and wellbeing
  • Flexibility in planning and arranging for a better work-life balance

Additional Information:

Job Posted:
April 27, 2025

Employment Type:
Fulltime
Work Type:
Hybrid work
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