General Manager, Contact Centre

Summary about this job

Detail information about job General Manager, Contact Centre. Terms and conditions vacancy

• Key strategic and people leadership role reporting directly to the COO
• Leading a 200 strong team to deliver critical outcomes for the business
• A diverse portfolio of centre platforms creating a varied and busy role

What will you be doing?

You’ll be responsible for the management of all end to end functions associated with the Contact Centre operations. You’ll be responsible for providing strong and consistent leadership across all facets of the function including call centre operations, risk mitigation , accurate and timely reporting and strategic growth.

You’ll be responsible for setting the department’s direction and service delivery model, leading a team of three Centre Managers, a Telephony Service Manager, Quality Framework Manager and Communications Coordinator. This role is critical to the success of the Operations function at AWP and requires a strong skill set in operational, strategic and people management.

Duties and responsibilities

• People Leadership: Develop a productive team environment fostering commitment to the Allianz People Attributes,  enhancing staff engagement and retention and empowering and developing people to deliver exceptional customer service every day
• Team Management: Provide guidance and leadership to team members working within the departments in order to achieve the key result areas of the organisation’s strategic goals
• Strategic Growth: develop and implement the required operational systems, process and delivery platforms through annual operation plans to support the company’s strategic direction and objectives
• Business Transformation: lead the execution of AWP Global transformation program for the Contact Centre to maximise impact and minimise risk
• Contact Centre Management: Oversee the Contact Centre team to ensure delivery of KPIs across all Centre platforms
• Customer Service Focus: Maintain a positive and strong customer focussed departments through ensuring department performance indicators are met
• Budget Management: Development and implementation of annual business plan, budget and achievement of agreed outcomes and key performance indicators for the Contact Centre
• Risk Mitigation: Ensure processes and systems are in place within the departments to ensure that risk is mitigated for the organisation in relation to complex customer cases and escalated matters

What makes a successful GM, Contact Centre?

• Demonstrated experience operating as a General Manager, with experience in strategic, people and operational leadership(help to drive positive team outcomes and develop initiatives to promote engagement, reduce turnover and absenteeism and create a positive working experience for your people)
• Proven experience with developing, driving and implementing initiatives with a long term view
• Demonstrated people leadership as a General Manager
• Proven experience and knowledge in telephony system management and call routing optimisation
• Demonstrated ability to manage budgets and improve financial outcomes without compromising quality and adhering to compliance.

While the key KPIs associated with the GM, Contact Centre role are important, how you achieve these KPIs and the demonstration of AWP’s People Attributes in everything you do is equally important. The successful candidate will be able to demonstrate how they have role modelled company values whilst achieving business outcomes.

About Us

We are the world's leading specialist and expert in the creation and delivery of unique solutions that combine service, insurance and technology to provide worldwide protection and care. We specialise in assistance, international health & life, automotive and travel insurance direct to the customer or through business partners – in some case integrated into their customer offering.

With over 16,000 talented and dedicated employees across 76 countries speaking over 70 different languages we are here for our customers in time of need. 250 million people, or 4% of the world's total population, benefit from our assistance, travel insurance and personal services, with an intervention every 2 seconds around the world. We are proud to be part of the Allianz Group and we love, as a company, to help people.

Working at Allianz Worldwide Partners, you'll find the rewards are more than just financial.  Without your contribution, we wouldn't be the same. So it's important for you to enjoy what you do

Benefits and Culture

Working at Allianz Worldwide Partners we value and develop our employees.

All employees are offered access to a few free insurance covers; such as roadside assistance, life and salary continuance. Being a part of the wider Allianz family we also gain access to discount home, motor vehicle, boat, travel and medical insurance.

Work is where we spend most of our time and you'll be ready to refer friends and family too – this is where we offer "refer a friend/ family" incentives. At Allianz Worldwide Partners we care and want to help you grow, we want you to stay with us for the long term. That's why our Leaders and Learning & Development team are committed to helping you advance your skills, knowledge and qualifications to ensure your career continues to flourish. We can never stop learning.

Have a talk with us about the flexibility that can be offered with the role.

Interested in a career with us?

Simply click on 'APPLY' and we’ll be in contact shortly.

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