Emergency Home Assistance France Manager F/M

Responsibilities

• Responsible for day-to-day operations to ensure all service delivery activities meet customer satisfaction while adhering to cost productivity and efficiency targets.
• Meeting all regulatory standards for all segments under scope of the role.
• Track performance on a daily/weekly/monthly basis and be the point of escalation for your local operations for any performance deviations.
• Building contingency plans for peak seasons, unplanned volume spikes, events, etc. (including backup workforce planning) to maintain operational service delivery and SLA compliance for all markets under your scope.
• Ensure your team is continuously giving feedback to the local WFM team to optimize resource utilization.
• Monitor quality assurance processes to deliver high-quality services.
• Work closely with other teams and departments to allow for a seamless service delivery process.
• Find synergies across all markets to further optimize the operations activities.
• Develop emergency protocols: Establish and maintain comprehensive emergency response protocols to ensure quick and effective assistance for home emergencies.
• Work effectively in an environment shaped by artificial intelligence (AI), machine learning, data, analytics and cloud-based tools, using insights responsibly with our standards of data governance, security and ethical use.
• Recruit, train, and mentor team members to allow for a skilled and motivated workforce.
• Foster a positive and collaborative team culture that encourages innovation and continuous improvement.
• Address challenges and obstacles that may arise in service delivery in a prompt and effective manner.
• Encourage a problem-solving mindset within the team to resolve issues efficiently.
• Identify training needs within the team and provide opportunities for skill development.
• Promote employee engagement initiatives to maintain a positive and motivated team.
• Address employee concerns and maintain a healthy work environment.
• Crisis Management Training: Ensure all team members are trained in handling emergency situations effectively.

What You Do

• Responsible for day-to-day operations to ensure all service delivery activities meet customer satisfaction while adhering to cost productivity and efficiency targets.
• Meeting all regulatory standards for all segments under scope of the role.
• Track performance on a daily/weekly/monthly basis and be the point of escalation for your local operations for any performance deviations.
• Building contingency plans for peak seasons, unplanned volume spikes, events, etc. (including backup workforce planning) to maintain operational service delivery and SLA compliance for all markets under your scope.
• Ensure your team is continuously giving feedback to the local WFM team to optimize resource utilization.
• Monitor quality assurance processes to deliver high-quality services.
• Work closely with other teams and departments to allow for a seamless service delivery process.
• Find synergies across all markets to further optimize the operations activities.
• Develop emergency protocols: Establish and maintain comprehensive emergency response protocols to ensure quick and effective assistance for home emergencies.
• Work effectively in an environment shaped by artificial intelligence (AI), machine learning, data, analytics and cloud-based tools, using insights responsibly with our standards of data governance, security and ethical use.

Team Leadership

• Recruit, train, and mentor team members to allow for a skilled and motivated workforce.
• Foster a positive and collaborative team culture that encourages innovation and continuous improvement.
• Address challenges and obstacles that may arise in service delivery in a prompt and effective manner.
• Encourage a problem-solving mindset within the team to resolve issues efficiently.
• Identify training needs within the team and provide opportunities for skill development.
• Promote employee engagement initiatives to maintain a positive and motivated team.
• Address employee concerns and maintain a healthy work environment.
• Crisis Management Training: Ensure all team members are trained in handling emergency situations effectively.

Customer Experience

• Create a customer‑centric approach within the team, emphasizing the importance of meeting customer expectations.
• Ensure accountability on customer‑centricity to enhance feedback through the Voice of Customer (VoC) and mitigate the frequency of complaints.
• Use customer feedback through VoC to drive improvements in service delivery processes.
• Personalized Service: Implement strategies to