WTP - Bilingual Emergency Assistance Supervisor

Job Summary

World Travel Protection provides global travellers with specialist emergency assistance services when something goes wrong in their travels. We operate 24 hours a day, seven days a week from our 4 operation centres in Australia, Canada, China and Malaysia, responding to the cries for help we receive from travellers across the globe. 

In this role, you will be responsible for leading, supporting and training Customer Care Professionals in a Call Center environment as well as working with other Team Leaders in order to maintain high customer service levels in a production, in-bound call center.

Owned by Zurich, but with separately managed business entities, we can truly offer you a world of possibilities within assistance and insurance. Get ready to do your best work…and then some. 

Imagine working for a company that truly cares about their employees, customers, stakeholders, and communities they serve.  

Imagine working for a values-driven organization that has the ambition and desire to be the best and most impactful global insurance provider in the world.  

Zurich is that place where 55,000 employees across approximately 200 countries and territories are all focused on helping people and helping companies protect what is truly most important to them. We are a values-driven organization that takes pride in the work that we do every day, and we have the ambition to be the best global insurer in the world.  

A Bit About Your Qualifications

Required:
• Bachelor’s Degree and 4 or more years of experience in the Call Center area
OR
• High School Diploma or Equivalent and 6 or more years of experience in the Call Center area

Preferred:
• Insurance industry experience
• Effective communication skills
• Strong problem solving skills
• Results oriented 
• People management experience
•Proficiency in both English and French languages

A Bit About the Role:

• Drive superior customer service by providing direction, technical guidance, resolving customer issues and tracking and reporting on key metrics.
• Achieve best practices by reviewing meeting customer service targets and following all protocols.
• Ensure compliance with all legal, regulatory and internal control requirements.
• Motivate and lead a high performance team by attracting, on boarding, recruiting and retaining team members.
• Drive the performance management process by communicating job expectations, monitoring and evaluating performance, providing feedback and facilitating employee development per the company´s policies.
• Maintain transparent communication by appropriately communicating organization information to team through department meetings, one-on-one meetings, appropriate email, Investment Management and regular interpersonal communications.
• Create a workplace culture that is consistent with the Zurich mission, vision and Zurich Basics.
• Protect Zurich´s reputation by keeping claims information confidential.
• Maintain professional and technical knowledge by attending educational workshops, professional publications, establishing personal networks, and participating in professional societies.
• Contribute to the team effort by accomplishing related results and participating on projects as needed.
• Creating scheduling according to business needs
• On-Call rotation to support staff and roster
• Staff workload allocation