BENEFITS/PERKS
ROLE PURPOSE
Become an integral part of Operations. Lead, motivate & coach your team to deliver world class customer service to our members. Monitor performance and maintain a consistent focus on quality of service to ensure maximum customer satisfaction, NPS and delivery of SLA`s.
KEY RESPONSIBILITIES
What key responsibilities are:
Leading and motivating a team of Customer Service Representatives
Promote high Customer Service and Quality ethos on the team and in the company.
Training and development of staff.
Deliver service level agreements and the individual team targets to enable maximum performance
People Management, including all HR related issues, as well as performance appraisals and staff development.
Work monitoring, coaching and feedback
Conducting regular one to ones and team meetings.
Ensuring ownership is taken of all queries received in department area
Contributing to recruitment and selection process of the front line.
Compiling weekly reports on team`s performance and customer feedback.
Communicate and act as a focal point of dissemination of information from management to team and vice versa.
Work very closely with team members to solve customer problems
Promote high Customer Service and Quality ethos on the team and in the company as appropriate.
Promote the company values and the `I make a difference` initiative.
Monitoring emails and calls to ensure quality responses are given and any training issues are addressed.
Deal with escalations in a prompt and efficient manner.
Work within shift patterns - including weekend work.
KEY REQUIREMENTS
Key Requirements
Previous experience working in a contact center as a team leader is required.
Goal driven and can work well under pressure.
Track record of meeting targets and delivering customer satisfaction.
Excellent people management skills
Must be willing to work in rotating shifts and holidays
Fluency in English; other language desirable
Time Management
Strong communication (verbal & written)
Team Player
Applicants who are able to start ASAP will be prioritized
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.
Great to have you on board.
Let's care for tomorrow.
The Allianz Group is one of the world's leading insurers and asset managers with more than 100 million private and corporate customers in nearly 70 countries. We are proud to be the Worldwide Insurance Partner of the Olympic & Paralympic Movements from 2021 until 2032 and to be recognized as one of the industry leaders in the Dow Jones Sustainability Index.
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 and together, let’s care for tomorrow.
Credits: https://www.allianz.com/en_GB/credits-allianz-se.html
Follow us on:
Twitter: twitter.com/Allianz
Instagram: https://www.instagram.com/teamallianz
Facebook: https://www.facebook.com/AllianzCareers
Glassdoor: https://www.glassdoor.de/%C3%9Cberblick/Arbeit-bei-Allianz-EI_IE3062.11,18.htm
Allianz Data Privacy Statement for Social Media:
https://www.allianz.com/en/privacy-statement.html#social-media
Allianz Careers Data Privacy Statement: https://careers.allianz.com/en_EN/footer/data-privacy.html
LinkedIn Privacy Policy: https://www.linkedin.com/legal/privacy-policy
LinkedIn General Terms: https://www.linkedin.com/legal/user-agreement
