- Company Name
- Allianz Services
- Job Title
- Senior Operations Manager - Customer Service
- Job Description
-
**Job title**
Senior Operations Manager – Customer Service
**Role Summary**
Oversee end‑to‑end contact‑center operations, ensuring service‑level, quality, and productivity targets are met while driving continuous improvement and alignment with strategic objectives. Serve as the Single Point of Contact (SPOC) for the client and senior executive stakeholders, providing data‑driven insight, risk mitigation, and transformation leadership.
**Expectations**
- Deliver consistent operational excellence, meeting or exceeding KPI benchmarks.
- Act as primary liaison for the client, managing escalations, performance reviews, and strategic discussions.
- Cultivate a high‑performance culture focused on accountability, learning, and retention.
- Lead change initiatives, workforce planning, and cost‑efficient scaling strategies.
**Key Responsibilities**
- Lead and coach operations leaders and front‑line managers.
- Translate business objectives into operational plans, KPIs, and execution strategies.
- Conduct operational performance reviews, root‑cause analyses, and corrective action planning.
- Partner with Quality, Learning, and HR teams to elevate agent capability and engagement.
- Manage workforce forecasting, scheduling, and capacity planning in collaboration with Workforce Management.
- Own all operational communication with client executive leadership; facilitate business reviews, presentations, and escalation management.
- Drive process improvements, transformation initiatives, and change‑management activities.
**Required Skills**
- Senior leadership and people‑management expertise (≥5 years in contact‑center ops).
- Executive‑level communication and stakeholder influence.
- Strong analytical skills; ability to translate data into actionable insights.
- Proficiency in English and French (spoken and written).
- Fluent in navigating multi‑site, multilingual, or global operations.
- Experience with continuous‑improvement methodologies (Lean, Six Sigma, COPC).
- Financial and operational acumen; capacity for cost management and scalability.
**Required Education & Certifications**
- Bachelor’s degree in Business Administration, Operations Management, or related field.
- Professional certification preferred: Lean Six Sigma Green/Black Belt, COPC, or equivalent.
---
Prefecture of casablanca, Morocco
Hybrid
Senior
12-12-2025