Head of Contact Center

At Allianz Partners, we're transforming the way people experience mobility and roadside assistance. As Head of Contact Center for our Roadside Assistance & Mobility Operations in France, you will lead our largest operations platform, driving excellence, innovation, and customer satisfaction across markets.

Reporting to the Regional Head of Operations RSA & Mobility – France, you will oversee end-to-end service delivery and performance for our French RSA & Mobility operations. This is a pivotal leadership role with direct impact on customer experience, operational efficiency, and business growth.

What You Will Do

Drive Operational Excellence

• Lead day-to-day operations of the Le Mans platform, ensuring high performance, cost efficiency, and compliance with service-level agreements (SLAs).
• Establish a strong operating rhythm, monitoring key KPIs and proactively addressing performance deviations.
• Anticipate and plan for volume peaks, unplanned events, and seasonal fluctuations to guarantee continuity of service.
• Leverage best practices and synergies across markets to maximize productivity and operational effectiveness.

Champion the Customer Experience

• Build a culture where every interaction reflects our commitment to customers.
• Translate Voice of Customer (VoC) insights into tangible service improvements and process enhancements.
• Collaborate closely with Workforce Management and Quality teams to ensure resources and processes align with customer expectations.
• Ensure seamless collaboration across departments to deliver a unified and consistent customer experience.

Lead, Inspire, and Develop Teams

• Lead a large, diverse, and highly skilled team with a focus on engagement, performance, and continuous growth.
• Foster a culture of accountability, innovation, and problem-solving.
• Drive talent development through coaching, clear career paths, and ongoing learning initiatives.
• Promote collaboration and positivity, creating a motivated and empowered workforce.

Deliver Financial and Operational Impact

• Manage operations within budget while maintaining service excellence.
• Identify and implement cost optimization levers, leveraging digitalization and automation opportunities.
• Ensure strong governance, transparency, and alignment with Allianz Partners' strategic goals.

What You Will Bring

• 10+ years of experience in operations, service delivery, or claims management — ideally within Assistance or RSA businesses.
• Proven success leading large, complex, multi-site contact center operations.
• Strong leadership and people management skills, with a track record of developing high-performing teams.
• Strategic mindset with hands-on operational understanding and a passion for continuous improvement.
• Experience driving digital transformation and automation within service operations.
• Customer-centric, analytical, and results-oriented approach.
• Excellent communication and stakeholder management skills, comfortable engaging with senior leadership.
• Fluency in English and French (both mandatory).

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.

84366 | Operations | Professional | Allianz Executive | Allianz Partners | Full-Time | Permanent

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