Job Description
Contact Centre Performance Manager Location: Ireland - Galway You must have valid Irish/EU/UK work rights to be considered for this position. We are seeking an exceptional and dynamic Contact Centre Performance Managerto lead our high performing, multiskilled contact centre teams across both car and home insurance for the Aviva Direct business. This strategic role is at the forefront of our customer experience journey, requiring a forward-thinking leader who can harness the power of emerging digital technologies to enhance operational efficiency and service excellence. Key Responsibilities: Leadership & Strategy: Develop and execute the call centres operational strategy, ensuring alignment with the companys customer experience vision. Inspire and lead a team fostering a culture of continuous improvement, innovation, and collaboration. Digital Transformation: Leverage innovative digital tools (AI, chatbots, predictive analytics, etc.) to optimize call centre operations, improve customer engagement, and reduce resolution times. Working cross functionally identify and implement new technologies that enhance both the customer and employee experience. Performance Management: Monitor and analyse key performance metrics (KPIs) such as customer satisfaction, first-call resolution, and average handling time. Drive initiatives that improve service quality, efficiency, and scalability, ensuring the call centre meets or exceeds performance targets. Customer Experience Excellence: Ensure seamless, personalized, and multichannel support for customers across car and home insurance. Champion customer-centricity by addressing pain points and creating solutions that deliver consistent, exceptional service. Team Development: Cultivate a highly skilled, motivated, and adaptable workforce through targeted training, career development programs, and coaching. Promote cross-functional skill development to ensure team members are equipped to handle a wide range of customer inquiries. Operational Efficiency: Streamline processes, reduce operational costs, and drive efficiencies through automation, process optimization, and data-driven decision-making. Implement best practices and continuous improvement methodologies to enhance productivity. Compliance & Risk Management: Ensure the call centre operates within regulatory frameworks and adheres to industry standards and best practices in insurance service delivery. Proactively identify and mitigate risks associated with customer service operations. Stakeholder Engagement: Collaborate with internal teams (e.g., Product, IT, Marketing) to align call centre operations with broader business goals. Communicate effectively with senior leadership to provide insights, updates, and strategic recommendations. About you: Experience: Progressive experience in managing large-scale call centres, preferably within the insurance sector. Proven track record of leading multiskilled teams across different product lines. Digital Expertise: Deep understanding of digital transformation trends, with hands-on experience implementing AI, automation, and other technologies to enhance customer service operations. Leadership: Strong leadership skills with the ability to inspire and engage diverse teams. Proven ability to drive a high-performance culture and foster employee engagement. Customer Focus: Passion for delivering exceptional customer experiences, with a strong understanding of customer needs. Analytical Mindset: Data-driven decision-maker with a keen eye for analysing metrics and translating insights into actionable strategies. Communication: Excellent communication and interpersonal skills, capable of engaging and influencing stakeholders at all levels of the organization. Agility & Innovation: Comfortable leading in a fast-paced, rapidly changing environment. A proactive thinker who can anticipate challenges and innovate solutions. Fitness and Probity This is a Regulated Role and will be subject to enhanced pre-employment screening procedures. There will be an on-going requirement for the role holder to maintain fit and proper status. What will you get for this role? A competitive market leading salary depending on skills, experience, and qualifications Most of our people are smart working spending around 60% of their time in our offices and 40% at home (dependent on your role) Generous pension (employee contribution matching of up to 14% if you contribute 8%) Annual performance related bonus and pay review Holiday allowance of 29 days plus bank holidays, and the option to buy/sell up to 5 additional days Free car parking Generous Health & dental insurance contributions after six months Aviva Matching Share Plan and Save As You Earn scheme and Approved Profit Share Scheme Cycle to Work benefit scheme TaxSaver Travel Scheme Family friendly parents (matching paternity and maternity leave) and carers leave. Up to 40% discount for some Aviva products plus discounts for Friends and Family Employee Assistance Programme Volunteering days Professional qualification support and transparent career progression plans Aviva is for Everyone Our diversity and inclusion policies and initiatives are shaping an environment where everyone feels welcome regardless of age, disability, race, ethnicity, gender, gender identity, religion, culture, sexual orientation, national origin, marital status, pregnancy, maternity or those with other caring responsibilities. Our approach helps to ensure that Aviva is a place which values difference and provides equal opportunities for all. We flex locations, hours and working patterns to suit our customers, business, and you. Our smart working combines the benefits of flexibility with time together with colleagues.