AMEX Global Assistant Contact Center Operations Manager

Let’s grow together!

Travel Guard is a leading travel insurance provider, serving millions of leisure and business travelers worldwide. Established in 1982 we offer a comprehensive portfolio of travel insurance solutions and global assistance services. Travel Guard operates service centers across Asia, Europe, and the Americas, ensuring 24/7 support to help travelers navigate unexpected circumstances that may disrupt their plans. 

As part of the Zurich Cover-More Group, we now have access to an extensive global network and resources, further strengthening our ability to deliver reliable, innovative, and tailored insurance and assistance for our customers.  

Travel Guard is seeking an AMEX Global Assistant Contact Center Operations Manager to join our team based in Stevens Point, WI or Houston, TX. 

What’s the job?

• You'll lead a team of 20-25 team members in the day-to-day operations of the contact center.
• You’ll be responsible for managing workflow, volume forecasting, delegating assignments, and scheduling.
• You’ll meet customer satisfaction targets by building and maintaining relationships with internal colleagues, external customers by analysing and resolving customer service issues.
• You’ll consider staffing requirements to meet service level goals while adhering to the departments allocated headcount.
• You’ll be responsible for mid-year and year end performance management of direct reports.
• You’ll deliver corrective action warnings up to and inclusive of termination.
• You’ll be responsible for fostering employee development.

What are we looking for?

• You’ll possess a high level of customer service skills
• You’ll have experience in a leadership role managing team performance.

• You’ll have exceptional communication and problem-solving skills.

• You’ll possess a proficiency in MS Office programs.

Why choose us?

We value optimism, caring, togetherness, reliability, and determination. 

We have more than 2600 employees worldwide: we are a global group of digital specialists, actuaries, marketers, doctors, nurses, case managers, claims specialists, finance experts and customer service professionals. We share a global purpose to look after travelers, at every step of their journey. 

Job flexibility. We understand the importance of making sure that work fits into your life, not the other way around.  Our hybrid approach ensures our employees maintain work-life balance with the flexibility of 3 days in the office and 2 days working from home. 

Career growth. This is an extremely exciting time for us at Zurich Cover-More, as we are rapidly growing our business around the world. We are dedicated to helping our employees reach their full potential through a comprehensive onboarding program, ongoing professional development opportunities and a supportive work environment that encourages growth. 

Take the time you need, for you and your community. We encourage you to take the time you need when you need it. We offer regular annual and personal leave benefits (everyone starts with 4 weeks) along with anniversary leave, volunteer leave and a comprehensive paid parental leave scheme. 

Investing in your health and your future. We offer a competitive high deductible health plan, EAP programs and access to health and well-being activities along with 401(k) program with employer matching to help you plan for your future.  

Diversity and inclusion. We respect who you are and thoroughly embrace diversity. So whatever walk of life you wander, just be you and come as you are.   

Your Next Destination: A Career with Us. Apply Today!