WFM Service Delivery Manager at Medi24

at  Allianz

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Medi24 belongs to the Allianz Partners Group, the world’s leading provider of assistance services. The global network includes its own emergency call centres, agents and contractual partners. Medi24 is a telemedical competence centre with the status of a Swiss medical practice. We employ 250 doctors, nurses and customer service representatives who conduct teleconsultations, advise people in medical matters and provide 24/7 telephone service for emergency and medical practice telephones. 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.

• 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. Required Qualifications, Capabilities and Skills:
• 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. Preferred qualifications, capabilities and skills:
• Professional qualifications from reputable training institutes or professional bodies. What we offer: Our employees play an integral part in our success as a business. We appreciate that each of our employees are unique and have unique needs, ambitions and we enjoy being a part of their journey. We are there to empower and encourage you with your personal and professional development ensuring that you take control by offering a large variety of courses and targeted development programs. All that in a global environment where international mobility and career progression are encouraged.

Caring for your health and wellbeing is key priority for us. This is why we build Work Well programs to providing you with peace of mind and give the flexibility in planning and arranging for a better work-life balance.

• Experience in process improvement and innovation in a contact centre environment.
• Familiarity with regulatory compliance in the health insurance industry.

63288 | Operations | Professional | Non-Executive | Allianz Partners | Full-Time | Permanent
Allianz Group is one of the most trusted insurance and asset management companies in the world. 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. We at Allianz believe in a diverse and inclusive workforce and are proud to be an equal opportunity employer. We encourage you to bring your whole self to work, no matter where you are from, what you look like, who you love or what you believe in. We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, disability or sexual orientation. Great to have you on board. Let’s care for tomorrow.
Job ID 63288