Job Title - Real-Time Performance Lead Department – Travel Experience Hub Location – Croydon Hybrid OR Remote Salary - £32,059 Bonus - £3,500 The role: Proactive resource management to ensure that Service Level Agreements are consistently achieved, and productivity is maximised. To efficiently manager Travel Customer Experience & Claims first line resources within a matrix model for UK Travel; ensuring that SLAs are consistently met across all key metrics and enabling the delivery of a customer centric service which delivers outstanding experiences to customers each and every day. Hours: This position is based on a 35-hour week shift basis. Monday – Friday 07:00 – 18:00 However, these hours may vary in line with business needs. There may be a requirement to be on call. You will: Take a Lead role and support the Real Time Performance Team by setting SMART Targets, regular performance reviews, coaching and Feedback. Work with the Real Time Performance Team to support personal development planning, keeping up to date training, coaching and feedback records and working towards career ambitions and aspirations. Support the WFM team in the Proactive planning of shifts & work allocation based on volume and resource available; identifying any potential hotspots in service levels and taking appropriate steps to resolve. Be ‘customer service focused’ in all interactions with operational resources – being approachable and available to support all team members across the agreed operational hours. Complete pro-active monitoring and react appropriately to any feedback on the performance or productivity within the Real Time Performance Team; ensuring that the quality & attention to detail of the teams’ outputs are always high. Provide real-time feedback to first line resource where appropriate (and feedback to Team Managers where it is not) to ensure the delivery of the WFM plan. At times you will provide rationale on the changing priorities to ensure buy-in to deliver SLA’s. Actively manage the real time performance of the UK Travel team, ensuring all team members are assigned the correct telephone skills and all tasks are allocated and completed to meet SLA’s. About you: Experience working in a real time performance role or work force manager role. Previous Lead/ or Supervisory experience within a comparable role. Relevant financial experience not required but preferred Experience of delivering service levels. Able to demonstrate achievement of results across several deliverables. Problem solving skills. Attention to detail. Strong communication skills; verbal and written. Staff Benefits You will receive excellent training for this role as we are dedicated to ‘Achieving Excellence Through Learning.’ You are always encouraged to bring your ideas and highlight any areas for improvement in processes. In exchange for your expertise, experience and enthusiasm, we will offer support in continuing your personal and career development, in addition to providing a wide range of employment linked benefits. We will provide you with competitive annual leave and contribute towards a company pension scheme. You will have access to a range of discounts on Allianz products, as well as vouchers and discounts for high street and online retailers. You will also benefit from our company bonus scheme, Private Medical Cover, competitive annual leave, annual Flu vaccination, annual Eye Care vouchers, discounted Travel Insurance, Roadside Assistance free after 6 months’ probation, Corporate Social Responsibility and an Interest free season ticket loan after probation. Successful applicants to our career opportunities will be able to demonstrate they share the values and behaviours we seek in our organisation. We also provide a comprehensive Employee Assistance Programme (EAP) which is available from day one of employment. Confidential 24/7 helpline and an app to access life, money and wellbeing resources including mental wellbeing support, debt and legal advice About Allianz: Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, grow, and shape a better future for our customers and the world around us. Dedicated to bringing global protection and care, Allianz Partners is the B2B2C leader in insurance and assistance solutions in the following areas of expertise: travel insurance, assistance, mobile device & digital risks insurance, international health & life and automotive insurance. We care for our customers, and our caring nature extends to our employees. We don't just hire people, we commit to them, nourish them and invest in their careers because we recognize that your development goes hand in hand with our growth and success. We at Allianz believe in a diverse and inclusive workforce and are proud to be an equal opportunity employer. We encourage you to bring your whole self to work, no matter where you are from, what you look like, who you love or what you believe in. We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, disability or sexual orientation. Join us. Let's care for tomorrow.