Vice President, Contact Center Servicing
Travel and events are back, and our teams are there for our customers, helping them protect their investments. It’s what we do—deliver award-winning customer service 24x7, 365 days a year. ~crlf~~crlf~If you are an experienced leader who’s focused on defining and implementing an innovative servicing strategy that meets the needs of customers, partners and the business, this role is for you.~crlf~~crlf~You will report to our US COO as you lead our award-winning US contact center, with responsibility for strategy and execution of our travel insurance and bank card TPA contact center, with operations in the US and Mexico. ~crlf~~crlf~Here’s what you can expect:
A DAY IN THE LIFE ~crlf~~crlf~## Play a critical role in defining and implementing a leading-edge servicing strategy for our travel and TPA businesses in terms of our organizational structure, long-term approach to remote working, technology capabilities, metrics, performance management and customer service methods~crlf~## Have responsibility for achieving established KPIs for our contact center channels (phone, email, chat, SMS, IVR) including to-service levels, quality, cost, customer and employee experience within budget~crlf~## Proactively identify solutions to customer and partner concerns and recommend improvements~crlf~## Oversee identification and research of processes and client concerns that need improvement, and develop, recommend and implement improvements in collaboration with other departments~crlf~## 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~crlf~## Leverage data and analytics to influence improvements and change ~crlf~## Collaborate with corporate partners including global business units to ensure alignment with long-term vision for servicing and influence decision as appropriate~crlf~## Collaborate with product managers across the business to drive transformational change to our customer experience~crlf~## Lead training and workforce management teams, which includes strategy and day-to-day execution~crlf~## Develop a highly engaged, high performing team and deliver an excellent associate experience for the team, which may be located at onsite or remote locations in the US and Mexico ~crlf~## Ensure adherence to legal, regulatory and corporate requirements~crlf~~crlf~You’ll also be expected to perform other duties as assigned and have regular, predictable, and reliable attendance.~crlf~
WHAT YOU’LL NEED ~crlf~~crlf~## Proven contact-center leadership with demonstrated success in meeting or exceeding employee and customer satisfaction measurements ~crlf~## Collaboration skills to partner with a range of colleagues such as external partners, internal leaders and teams, product managers and operational support teams~crlf~## Bachelor’s degree in a related field or combination of relevant education and work experience~crlf~## Ten years’ management experience in a high-volume customer-focused environment~crlf~
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. Join us. Let’s care for tomorrow.~crlf~~crlf~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.
Allianz Partners is a world leader in B2B2C insurance and assistance,specializing in the areas of international health & life, automotive, assistance and travel insurance. Operating in over 76 countries, Allianz Partners offers global solutions that are redefining help, going beyond traditional insurance to help and protect customers wherever they are and whenever they need it. Our innovative experts deliver future-ready, high-tech, high-touch products and services through four commercial brands: Allianz Assistance, Allianz Care, Allianz Automotive and Allianz Travel. We have over 19,000 employees who handle more than 54 million cases each year, motivated to go the extra mile to help customers and employees around the world. If this sounds like you, come and join us!
Allianz Partners is a fast changing company with strong growth ambitions. We care for our customers, and our caring nature extends to our employees. We don't just hire people, we nourish them and invest in their careers because we recognize that your development and our growth and our development go hand in hand. So if you would like to be part of a global company that offers international career opportunities, kick-start your career and dare to join us! As an equal opportunity employer, Allianz Partners recognises that our strength lies in our people. We are committed to diversity and inclusivity and everyone is welcome to apply. More information regarding the Allianz Partners lines of business can be found at: www.allianz-partners.com~crlf~~crlf~
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Wir sind der globale Experte im Bereich Assistance, Kranken-, Kfz- und Reiseversicherung. (Englisch)