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Head of Travel Contact Center UK / Ireland

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Allianz

16d ago

  • Job
    Full-time
    Expert Level
  • Customer Relations

AI generated summary

  • You need a Master's degree or equivalent experience, 10 years in management, strategic thinking, strong customer satisfaction skills, project management experience, and budget management acumen.
  • You will lead contact center strategy, oversee KPIs, drive service improvements, enhance team performance, ensure compliance, manage partnerships, and deliver exceptional customer experiences.

Requirements

  • Master's degree in related field or combination of relevant education and work experience
  • Ten (10) years' management experience in a high-volume customer-focused environment
  • Ability to think strategically within a 5 year time horizon
  • Demonstrated success in meeting or exceeding customer satisfaction measurements
  • Experience managing complex projects, clients, partners, and cross-functional teams
  • Ability to work collaboratively and influence across all levels of the organization.
  • Experience in budget management and financial acumen.
  • Prior workforce management experience is a plus

Responsibilities

  • Develop and implement the strategic vision for the contact center, aligning with company goals and objectives for the UKI region business.
  • Support the organization's broader strategy through the implementation of policies and continuous improvement of operational systems processes and procedures, including alignment with our various service delivery channels.
  • Play a critical role in defining and implementing the servicing strategy for our Insurance business in terms of organizational structure, long term approach to remote working, modernizing our technology/capabilities, and challenging conventional thinking on metrics, performance management and how we service customers.
  • Oversee the contact center activities delegated to third parties with a clear monitoring framework.
  • Achieve all established servicing KPIs for all servicing channels (phone, email, chat, SMS, IVR) including but not limited to-service levels, quality, cost, customer and associate experience within respective budget.
  • This is a highly collaborative leadership role and requires close partnerships with external partners, internal sales & business teams, product managers and operational support teams.
  • Proactively identify solutions to customer and partner issues and concerns and develop and execute recommendation to resolve strategic issues.
  • Oversee identification and research of broken processes and pertinent client issues; develop, recommend and implement improvements in collaboration with other departments.
  • Plan and facilitate team/ organizational interactions to ensure consistent communication of customer, product, policy or procedural information to enhance department performance and resolution of customer inquiries.
  • Leverage data and analytics to influence where improvements and change is required.
  • Collaborate with corporate partners including other business units across the world to ensure alignment with long term vision for servicing and influence as appropriate.
  • Collaborate with product managers across the business to drive transformational changes in our customer experience.
  • Develop a highly engaged, high performing team.
  • Provide a great associate experience for all servicing associates across several call center teams inhouse, outsourced and offshored.
  • Promote strong management ethics and act as a role model for aspiring leaders.
  • Ensure adherence to legal, regulatory and corporate requirements.
  • Review Customer Outcomes regularly and ensure corrective actions are identified and implemented in due time.
  • Proactively identify and maintain a risk register.
  • Develop and maintain service-delivery plans (including budget, processes, tools) and design an approach and a plan to manage risks in the sourcing-strategy and service-delivery plans.

FAQs

What is the primary responsibility of the Head of Travel Contact Center for the UK/Ireland?

The primary responsibility is to lead the Travel Contact Center organization, develop and implement the strategic vision, and oversee all contact center operations activities in the region.

What qualifications are required for this role?

The role requires a Master's degree in a related field, or a combination of relevant education and work experience, along with ten years of management experience in a high-volume customer-focused environment.

Are there opportunities for professional development in this role?

Yes, there are numerous opportunities for personal and professional development, including a variety of courses and targeted development programs.

What kind of experience is needed in terms of customer satisfaction?

Candidates must demonstrate success in meeting or exceeding customer satisfaction measurements, showcasing their ability to prioritize customer outcomes.

Is budget management a part of this role?

Yes, candidates need to have experience in budget management and financial acumen as part of their responsibilities.

How does the organization value employee engagement?

The organization emphasizes fostering a highly engaged, high-performing team and promoting a great associate experience for all servicing associates.

What is the work environment like for this position?

The work environment promotes collaboration and seeks to create a diverse and inclusive workforce, encouraging employees to bring their whole selves to work.

Are there compliance requirements in this role?

Yes, the Head of Travel Contact Center must ensure adherence to legal, regulatory, and corporate requirements, along with regularly reviewing customer outcomes.

Is prior workforce management experience beneficial for this position?

Yes, prior workforce management experience is considered a plus for candidates applying for this role.

What is the company’s stance on diversity and inclusion?

The company is committed to building a diverse and inclusive workforce and is proud to be an equal opportunity employer, welcoming applications from all backgrounds.

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Allianz

Our purpose: We secure your future. Our promise is to give confidence in tomorrow.

Finance
Industry
10,001+
Employees
1890
Founded Year

Mission & Purpose

The Allianz Group is one of the world's leading insurers and asset managers with more than 100 million private and corporate customers in more than 70 countries. We are proud to be the Worldwide Insurance Partner of the Olympic & Paralympic Movements from 2021 until 2028 and to be recognized as one of the industry leaders in the Dow Jones Sustainability Index. Caring for our employees, their ambitions, dreams and challenges is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, to grow and to shape a better future for our customers and the world around us. Join us and together, let’s care for tomorrow.