At a Glance
- Tasks: Lead and optimise live contact centre operations for exceptional customer service.
- Company: Join AXA, a global leader in insurance and financial services.
- Benefits: Flexible work arrangements, competitive salary, and opportunities for professional growth.
- Other info: Dynamic environment with a focus on innovation and continuous improvement.
- Why this job: Make a real impact on customer experience while developing your leadership skills.
- Qualifications: Experience in operations management and strong analytical skills.
The predicted salary is between 50000 - 60000 € per year.
About AXA: AXA is a global leader in insurance and financial services, dedicated to helping customers protect what matters most to them. As the sixth-largest insurance company in the world, we provide a wide range of services, including health, car, home, and business insurance. We support millions of customers worldwide, helping them navigate life's uncertainties with confidence. AXA Health supports members to put their health first, from individuals to huge corporates, with fast access to diagnosis and treatment when they need it.
Job overview: We have an opportunity for a Live Operations Planning Manager to join our team at AXA Health. You’ll play a key role in the strategic and operational management of AXA’s live contact centre activities. Responsible for ensuring exceptional customer service, this role involves leading proactive, real-time monitoring of performance using data and analytics to make swift, informed decisions. You’ll effectively manage demand fluctuations, system disruptions, and agent availability ensuring the contact centre runs smoothly and efficiently at all times.
Key responsibilities:
- Lead the strategic deployment and execution of the in-day contact centre plan across all channels, aligning with business objectives.
- Collaborate with operational teams and senior stakeholders to optimise resource deployment and adapt to demand fluctuations.
- Monitor real-time performance using analytics, making swift decisions to adjust capacity and maintain service levels.
- Develop and improve operational playbooks, ensuring readiness for daily and exceptional operational scenarios.
- Manage demand stimulation, incident response, and contingency plans to ensure operational resilience and swift issue resolution.
- Drive resource management initiatives, including cross-skilling and dynamic staffing, to handle demand surges effectively.
- Provide performance insights and strategic recommendations to leadership, supporting continuous improvement.
- Foster a culture of operational excellence through innovation, technology adoption, and continuous process refinement.
Work arrangements: At AXA we work smart, empowering our people to balance their time between home and the office in a way that works best for them, their team and our customers. You'll work at least two days a week (40%) away from home, moving to three days a week (60%) in the future. Away from home means attending the office, visiting clients or attending industry events.
Live Operations Planning Manager employer: AXA Group
AXA is an exceptional employer that prioritises employee well-being and professional growth, offering a dynamic work culture where innovation and operational excellence thrive. As a Live Operations Planning Manager, you will benefit from flexible working arrangements, allowing you to balance your time effectively while contributing to a global leader in insurance and financial services. With a commitment to continuous improvement and a supportive environment, AXA empowers its employees to make meaningful impacts in their roles.
StudySmarter Expert Advice🤫
We think this is how you could land Live Operations Planning Manager
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching AXA and understanding their values. Tailor your answers to show how your skills align with their mission of providing exceptional customer service and operational excellence.
✨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or use online resources to refine your responses. Focus on demonstrating your ability to handle real-time decision-making and resource management.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in joining the AXA team and contributing to their mission.
We think you need these skills to ace Live Operations Planning Manager
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Live Operations Planning Manager role. Highlight relevant experience and skills that align with the job description, especially around customer service and data analytics.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about the role and how your background makes you a perfect fit for AXA Health. Don’t forget to mention your understanding of operational excellence!
Showcase Your Analytical Skills:Since the role involves real-time performance monitoring and decision-making, be sure to showcase any experience you have with data analysis or performance metrics in your application. We love numbers!
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at AXA Group
✨Know Your Numbers
As a Live Operations Planning Manager, you'll be dealing with data and analytics daily. Brush up on relevant metrics and KPIs that are crucial for contact centre performance. Be ready to discuss how you've used data in past roles to make informed decisions.
✨Showcase Your Leadership Skills
This role involves leading teams and collaborating with stakeholders. Prepare examples of how you've successfully led teams through challenges or implemented strategic changes. Highlight your ability to motivate and manage people effectively.
✨Understand the Business
Familiarise yourself with AXA's services and values. Understand their approach to customer service and operational excellence. This will help you align your answers with their business objectives and demonstrate your genuine interest in the company.
✨Prepare for Scenario Questions
Expect questions about handling demand fluctuations and system disruptions. Think of specific scenarios from your experience where you had to adapt quickly and maintain service levels. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
