WFM Service Delivery Manager at Medi24

Job description

Job Responsibilities:
•    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 | PG09 | Allianz Partners | Full-Time | Permanent