Job Description

Europ Assistance Group has already implemented Genesys (call centre software) in + 20 entities. We are looking for a manager, to support our entities to improve operational efficiency, in deploying all relevant functionalities of Genesys locally, supporting from the definition of the use cases, to the implementation and the usage.

Responsibilities:

70% of the time, support deployment of Genesys functionalities to maximize operational efficiency:

- Own and drive at a group level the partnership with Genesys (jointly with procurement), for potential upgrade, add-on, integration of new functionalities, etc

- Collaborate with international team to identify, prioritize and size impact of the use cases that enhance operations in EA’s contact centers, aiming for operational efficiency and an improved customer experience leveraging Genesys

- Structure and track the maturity of the implementation of Genesys in the different entities, and detail the roadmap for full deployment (in collaboration with the local Genesys product owner and operation lead)

- Train local operations in a very pragmatical way to best leverage Genesys functionalities and ensure high adoption

- Animate the EA Genesys community, to ensure share of best practices, skills enhancements of local product owners and operations, providing support and follow-up to countries in their implementation and optimization efforts

- Support, provide transparency on field of possibilities to other stakeholders at Group and local level (e.g., Business excellence, digital team) for them to best leverages Genesys to support their goals

- Identify potential best practices locally or based on personal experience to push for further improvement of EA usage of the tool and optimization of Agent’s work and investment

- Analyze performance metrics and use data-driven insights to drive continuous improvement across all aspects of contact center operations

20% of time, Implementation of Genesys in remaining location and integration with existing and new backends

- Support from a business and technical standpoint (jointly with IT) the integration of Genesys with all our backends (+10 backends)

- Support the definition of the setup of Genesys when development of new backends

- Lead from a business perspective, jointly with the local IT the implementation of Genesys in additional entities not yet covered

10% of time, Co-lateral topic related to Genesys

- Coordinate at a group level co-lateral initiatives to Genesys (e.g., implementation of Cognigy), assessing the pertinence, the business case and follow the implementation and usage (usually performed locally)

- Support the definition of the operational performance metric related to Genesys, while we are building our Group Dashboard

- Stay abreast of industry trends and developments in contact center technologies, operational best practices, and customer service innovations

Preferred Experience

Master degree in business, engineering, eventually IT (if strong business sense) + Perfect command of English (in written & in spoken)

At least 5 years in operations management, with a strong background in business and a proven track record of implementing effective operational solutions

- Strong expertise working with Genesys or equivalent (deep knowledge of the functionalities/ business application and good technical knowledge)

- Excellent communication and interpersonal skills, with the ability to influence stakeholders and work in team

- Strong change management skills, with the ability to lead and manage change initiatives effectively

- Strong project management skills, with the ability to manage multiple projects simultaneously

- Strong leadership skills and can motivate and inspire teams to achieve their goals

- Results-oriented, Positive, proactive, can-do attitude, hands-on

- Analytical, planning skills

- strong expertise of contact center operation optimization and operation business sense

- Expertise of the Genesys platform or equivalent (technical and more importantly from a business standpoint) is a plus

- Continuous improvement mindset

- Ability to work independently, take initiative, and strong prioritization skills to manage multiple projects simultaneously and keep high level of focus.

- Experience working in a global, matrix organization (Holding, affiliates, various business lines, etc…) is a plus

Recruitment Process

1/ HR 

2/ N+1 

3/ Optional : technical test, N+2, culture fit

Additional Information

• Contract Type: Full-Time
• Location: Saint-Denis
• Education Level: Master's Degree
• Experience: > 5 years
• 50% remote

About

With more than 300 million customers around the world and 12,000 employees in 36 countries, Europ Assistance is the 2nd global player of assistance services in 3 areas: travel, mobility, and personal care. Founded in 1963, Europ Assistance, the inventor of assistance, supports customers in over 200 countries and territories thanks to our network of 750.000 approved providers.

Our mission is to bring people from distress to relief – anytime, anywhere. We provide automobile assistance, travel assistance and insurance services, as well as personal assistance services such as the protection of the elderly, the protection of digital identity, telemedicine and the Conciergerie. The company vision, shared by our 12,000 employees, is to prove every day that we are the most reliable care company in the world, and to make our people proud of who we are, what we do, and, how we do it.

Europ Assistance is part of the Generali Group, one of the world’s leading insurers. It is with the support and commitment of Generali, its shareholder, that the Europ Assistance Group has become the world leader in its sector. As long-standing partners, the two entities are jointly committed to future-oriented projects.

Our promise and tagline, "You Live, We Care" is what we stand for every day. We are a care business, delivered by people. "We care" means that we are caring, available, reliable and easy to work with. Our employees bring those values to life.

As a leader in the assistance industry, we are looking for a passionate, committed, and self-driven talent to help us shape the future of the industry.

Europ Assistance is committed to inclusion and non-discrimination. We act in favor of disability, social diversity and equality. Above all, we recruit skills and personalities, and diversity within our teams is key because it is a source of innovation and performance.

Make an impact, join Europ Assistance!