At a Glance
- Tasks: Lead and optimise AXA's 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: Be part of a culture that values innovation and continuous improvement.
- Why this job: Make a real impact by driving operational excellence in a dynamic environment.
- Qualifications: Experience in contact centre operations and strong leadership skills required.
The predicted salary is between 55000 - 65000 € 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, and support millions of customers worldwide in navigating life’s uncertainties with confidence.
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.
Your Skills & Experience
- Previous experience in contact centre operations, demand forecasting, and capacity planning within high‑volume, multi‑channel environments.
- Proven leadership in managing real‑time operations, influencing senior stakeholders, and driving operational excellence in dynamic settings.
- Expertise in leveraging real‑time data, dashboards, and analytics tools to monitor performance, identify issues, and optimise capacity.
- Strong background in incident management, business continuity, and operational resilience, with the ability to lead crisis response efforts.
- Deep knowledge of workforce management systems (e.g., Verint, Genesys, Salesforce, Anaplan) and automation tools to enhance operational efficiency.
- Experience in leading change initiatives, supporting digital transformation, and fostering a culture of continuous improvement and innovation.
- Excellent communication skills, with the ability to articulate insights clearly and build strategic relationships across teams and senior leadership.
- Industry‑specific experience (e.g., health, insurance, finance) is desirable, demonstrating understanding of regulated environments and compliance.
Equal Opportunities
We’re proud to be an Equal Opportunities Employer and do not discriminate against employees or potential employees based on protected characteristics. If you have a long‑term condition or disability and require adjustments during the application or interview process, we’re proud to offer access to the AXA Accessibility Concierge.
Live Operations Planning Manager in Manchester employer: AXA Health
AXA is an exceptional employer that prioritises employee well-being and professional growth, offering a flexible work environment that balances home and office life. As a leader in the insurance sector, AXA Health fosters a culture of operational excellence and innovation, providing employees with opportunities to develop their skills in a dynamic setting while contributing to meaningful customer service outcomes. With a commitment to diversity and inclusion, AXA ensures that all employees feel valued and supported in their roles.
StudySmarter Expert Advice🤫
We think this is how you could land Live Operations Planning Manager in Manchester
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those at AXA. A friendly chat can open doors and give you insider info about the role.
✨Tip Number 2
Prepare for the interview by practising common questions related to live operations and analytics. We recommend using real-life examples from your experience to showcase your skills.
✨Tip Number 3
Show off your data skills! Be ready to discuss how you've used analytics to make decisions in past roles. This is key for the Live Operations Planning Manager position.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed and shows your enthusiasm for joining AXA.
We think you need these skills to ace Live Operations Planning Manager in Manchester
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Live Operations Planning Manager role. Highlight your experience in contact centre operations and any relevant leadership roles you've held. We want to see how your skills align with what we're looking for!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about this role at AXA and how your background makes you a perfect fit. We love seeing genuine enthusiasm and a clear understanding of our mission.
Showcase Your Data Skills:Since this role involves real-time monitoring and analytics, be sure to showcase your experience with data tools and dashboards. We want to know how you've used data to make informed decisions in past roles!
Apply Through Our Website:Don't forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about AXA and our values.
How to prepare for a job interview at AXA Health
✨Know Your Numbers
As a Live Operations Planning Manager, you'll need to be comfortable with data and analytics. Brush up on key metrics related to contact centre performance, such as average handling time and service level agreements. Being able to discuss these numbers confidently will show that you understand the operational side of the role.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led teams in high-pressure situations. Think about times when you had to make quick decisions based on real-time data. This will demonstrate your ability to manage operations effectively and influence senior stakeholders.
✨Familiarise Yourself with Tools
Get to know the workforce management systems mentioned in the job description, like Verint or Genesys. If you have experience with these tools, be ready to discuss how you've used them to optimise capacity and improve performance in previous roles.
✨Prepare for Scenario Questions
Expect questions that ask how you would handle specific operational challenges, such as demand surges or system disruptions. Practise articulating your thought process and the steps you would take to ensure operational resilience and maintain service levels.
