Medi24 Operations & Performance Specialist (m/f/d) - 80-100%

Role Positioning

The Operations & Performance Specialist (m/f/d) supports our Telemedical Platform Managers in the operational control of a large 24/7 contact center operation.

The role brings sound expertise in contact center operations, performance management, and analytics to the platform and acts as an operational sparring partner for the Platform Managers.

The Platform Managers retain full leadership, decision-making, and personnel responsibility.

Main Tasks

Operational Performance & Reporting

• Monitoring, consolidation, and analysis of central operational KPIs, including service level, productivity, quality, availability, shrinkage, absences, and capacity utilization
• Identification of trends, performance gaps, and operational risks, as well as derivation of clear recommendations and measures
• Creation of regular reports, ad-hoc analyses, and concise management presentations
• Fact-based decision support for the Platform Manager

Operational Control & Follow-up

• Supporting the Platform Manager in the daily, weekly, and monthly control of the operation
• Tracking agreed measures, decisions, and operational priorities with structured follow-up
• Coordination of operational topics between Team Leaders, the Platform Manager, and relevant support functions
• Support in root cause analysis of recurring operational problems and in the implementation of improvement measures

Workforce & Capacity Interface

• Close cooperation with Workforce Management, Forecasting, Planning, and Intraday teams
• Understanding of personnel planning, deployment planning, shrinkage, and capacity assumptions and their connection to operational performance
• Supporting the Platform Manager in assessing resource requirements and operational impacts
• Functioning as an operational interface, not as a dedicated WFM or Forecasting specialist

Continuous Improvement & Coordination

• Identification of improvement opportunities in processes, workflows, and operational routines
• Support in the implementation of organizational and operational changes
• Co-building simple and sustainable performance routines, dashboards, and governance structures
• Preparation of relevant operational meetings and ensuring that decisions and measures are documented and tracked

Area of Responsibility

The role is responsible for the quality, accuracy, and timeliness of operational performance information, the effective coordination and follow-up of agreed measures, as well as high-quality analytical support for the Platform Manager.

The position does not include direct disciplinary leadership responsibility.

Profile

• Several years of operational experience in a call center, contact center, or comparable high-volume service operation
• Sound understanding of contact center KPIs, operational performance management, and workforce/capacity principles
• Strong analytical skills and confident handling of operational data
• Very good Excel and MS Office skills, with the ability to transform data into clear conclusions and management-ready presentations
• Experience in working with frontline managers or Team Leaders; leadership experience is an advantage but not mandatory
• Structured, pragmatic, and practical way of working with strong perseverance and organizational talent
• Confident working across functional areas, e.g., Operations, WFM, Quality, Training, Data, and Technology
• Fluent German skills, with good knowledge of English or French
• Good communication skills in a multilingual environment

Purpose of the Role

To strengthen the operational control of the telemedicine platform by providing contact center expertise, performance transparency, structured analyses, and consistent follow-up, so that the Platform Manager can concentrate on leadership, personnel development, stakeholder management, and the further development of the platform.

105744 | Customer Services & Claims | Professional | Non-Executive | Allianz Partners | Full-Time | Permanent