WFM Service Delivery Manager, Allianz

Allianz

Location:
Switzerland, Bern

Category:
Insurance

Contract Type:
Not provided

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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WFM Service Delivery Manager