Job Brief – - Call Center Manager - Travel Insurance

Trident Global Assistance is looking for the motivated, energetic, customer-oriented Call Center Manager who will be responsible for overseeing the Travel Insurance Assistance and inquiry telephone lines; ensuring that calls are handled efficiently and in accordance with company policies and legal principles. This role involves managing a team of Assistance Coordinators, reviewing calls for accuracy and completeness, and ensuring timely communication with clients and partners.

This means we are looking for a professional who is not only skilled in communication but also possesses strong leadership, analytical, and customer service skills.

Key Responsibilities

• Hiring and training call center employees.
• Setting goals for call center staff.
• Resolving customer issues and other call center problems.
• Managing a team of customer service representatives.
• Developing and implementing customer service policies.
• Monitoring performance metrics.
• Providing coaching and feedback to team members.
• Required Skills and Qualifications
• Strong Leadership Skills, ability to lead and motivate a team while managing performance and productivity.
• Excellent Communication, effective verbal and written communication skills to convey complex information clearly to clients and team members.
• Analytical Thinking, proficiency in analyzing claims data and making data-driven decisions to improve processes.
• Problem-Solving Skills, the capability to identify issues quickly and develop effective solutions, especially in high-pressure situations.
• Attention to Detail, meticulous in reviewing claims and documentation to ensure accuracy and compliance.

Qualifications

• A Bachelor's Degree in Business Administration, Insurance, or a related field.
• 5+ years of experience in call center management or a related field, with a proven track record of leading teams (travel Insurance preferred)
• Bilingual (English/French) is a definitive asset
• Available to Canadian Residents ONLY
• Please note that this is NOT a remote position, you will be required to be in the Etobicoke office several days a week

Personal Attributes

• Empathy: Ability to understand and relate to customers' needs and concerns regarding their claims.
• Adaptability: Flexibility to adjust strategies and approaches in a fast-paced environment.
• Integrity: Commitment to ethical practices and maintaining confidentiality in handling sensitive information.