Medi24 is part of the Allianz Partners Group, the world's leading provider of assistance services. The global network features its own emergency call centres, agents, and contractual partners.
We are a telemedical competence centre with the status of a Swiss medical practice. Our team consists of 250 doctors, nurses, and customer service representatives who conduct teleconsultations, provide medical advice, and offer 24/7 telephone support for emergency and medical practice calls.
Job Responsibilities:
1. Team Leadership: We're looking for a Workforce Management Service Delivery Manager to lead our Contact Centre Operations team at Medi24.
2. Tactical Scheduling: You will be responsible for ensuring the execution of our staffing strategy through tactical scheduling and intra-day teams.
3. Real-Time Monitoring: Lead a dynamic team in real-time monitoring of customer behaviour and operational performance, driving optimal staffing levels to meet service level agreements.
4. Stakeholder Collaboration: Collaborate with various stakeholders across our insurance enterprise to drive efficiency and innovation in a 24/7 operational environment.
5. Schedule Optimization: Develop strategies and processes to build a self-sufficient tactical workforce management function that collaborates effectively with partners and stakeholders.
6. Issue Resolution: Serve as the primary point of contact for short-term operational issues, communicating with functional leads and other stakeholders to resolve issues promptly.
7. Process Improvement: Oversee workforce management functions, coordinating process improvement and business functions to support the overall business strategy.
8. Culture Development: Foster a culture of continuous improvement by evaluating processes, identifying areas for enhancement, and implementing innovative solutions.
9. Development Culture: Foster a development culture that mutually meets the business requirements and individual career goals.
10. Procedure Documentation: Oversee procedure and policy documentation, including real-time playbook documentation.
Required Qualifications:
* 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.
* Understanding of cross-business workforce management practices.
* Experience leading or supporting project initiatives.
* Excellent communication skills.
* Fluent English and German to business standard.
* Ability to collaborate effectively with business partners.
Preferred Qualifications:
* Professional qualifications from reputable training institutes or professional bodies.
What We Offer:
Our employees are valued members of our success as a business. We appreciate each employee's uniqueness and strive to empower and encourage personal and professional growth.
We provide a range of courses and targeted development programs to support your journey. International mobility and career progression are encouraged within our global environment.