As Head of Contact Center, Travel – North America, you will be responsible for overseeing the daily management and ongoing improvement of our North American contact center operations. This role ensures our service delivery meets high standards for customer and associate experience across all channels, aligning with the organization’s broader goals. This position collaborates with internal teams and external partners to support business objectives while driving operational efficiencies.
What you do
Manage day-to-day contact center operations, ensuring reliable performance across multiple service channels (phone, email, chat, SMS, IVR) and meeting established service-level KPIs, customer satisfaction, and cost targets. Support the organization's broader strategy through the development and implementation of policies, refining operational systems, processes, and procedures to align with service delivery needs. Lead initiatives for continuous improvement in collaboration with internal stakeholders. Play a critical role in defining and implementing the servicing strategy for our Insurance, Travel and TPA businesses in terms of organizational structure, long term approach to remote working, modernizing our technology/capabilities, and challenging conventional thinking on metrics, performance management and how we service customers Lead a high-performing team across multiple locations in the U.S., Canada, and Mexico, with a focus on associate engagement, performance, and development. Work closely with external partners, sales, product managers, and operational support teams to ensure alignment on service objectives and operational goals. Address and resolve customer and partner issues by recommending and executing targeted solutions to improve service processes and customer satisfaction. Leverage data-driven insights to make informed adjustments to service delivery practices, enhancing efficiency and customer experience. Ensure adherence to legal, regulatory, and corporate requirements in all service delivery operations. Oversee risk management strategies for sourcing and service delivery. Develop and manage service delivery plans that encompass budget, tools, and processes. Work with training and workforce management teams to ensure a consistent and effective service environment. May perform other duties as assigned.
What you bring
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.
63113 | Operations | Professional | Allianz Executive | Allianz Partners | Full-Time | Permanent
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.
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.
We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, disability or sexual orientation.
Great to have you on board. Let's care for tomorrow.
Note: Diversity of minds is an integral part of Allianz’ company culture. One means to achieve diverse teams is a regular rotation of Allianz Executive employees across functions, Allianz entities and geographies. Therefore, the company encourages its employees to have motivation in gaining varied skills from different positions and to collect experiences from across Allianz Group.