Head of Contact Center - Roadside Assistance Operations (m/f), Le Mans

We are a strong global community connected by shared values, varied experiences, and a common goal — to grow with purpose. Our People Attributes reflect the values we live by and the mindset we bring to every challenge, every day.

We truly care for our employees, their individual needs, and their aspirations. We are a thriving community of thinkers, innovators, and individuals who share our purpose: We secure our future.

Tasks

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.

Profile

• 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).