Emergency Assistance Supervisor

16 hours ago


Toronto, Canada Zurich Insurance Full time

Zurich Insurance is a global insurance company with a specialty in life insurance, general insurance and travel insurance. This role will sit in one of Zurich’s subsidiary companies, World Travel Protection, which focuses on providing travel risk management and emergency assistance support.

World Travel Protection (WTP) is a leading travel assistance and Travel Risk Management (TRM), company. WTP provides robust response solutions to logístical, security and medical emergencies for travellers based on its global reach and through its worldwide provider network. Through this network, WTP is able to effectively resolve incidents inherent to international traveling. Prevention is also at the forefront of WTP through a wide range of risks mitigation and security assistance solutions available to its clients to ensure that their resources are best utilised to anticipate crisis from occurring.
- **Grow your Customer Service career**:

- **Join a team that really cares about our customers**:

- **Enjoy a culture focused on results, allowing flexibility on when and where you work**

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 operation centres in Australia, Canada, the United States, the United Kingdom, and Malaysia, responding to the cries for help we receive from travellers across the globe.

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.

The World Travel Protection Emergency Assistance Supervisor is responsible for leading, supporting and training Case Managers and Emergency Assistance 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. Our Call Center operations are 24/7/365 and is 5 days a week rotational shifts and will include some weekends and Stat holidays.
- Job Qualifications**Required**:

- Bachelors 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
- Call Centre experience
- People Management experience
- Bilingual English/French
- INS 21, 22, 23
- Effective communication skills
- Strong problem solving skills
- Results oriented- Job Accountabilities - Key Accountabilities- 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.
- 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.
- Why pick us?- There’s no one size fits all option when it comes to flexibility. It looks to us the same as it does to you so let us know how we can accommodate you.
- We’ll help you keep travelling in your career
- We’ll provide you with supportive management who have your back and want you to succeed
- We’ll support you to grow with unlimited learning opportunities

We respect who you are and thoroughly embrace diversity, so whatever walk of life you wander, you do you and come as you are we’ve got you

A future with Zurich

Now is the time to move forward and make a difference. At Zurich, we want you to share your unique perspectives, experiences and ideas so we can grow and drive sustainable change together. As part of a leading global organization, Zurich North America has over 148 years of experience managing risk and supporting resilience. We are a leading provider of commercial property-casualty insurance solutions and a wide range of risk management products and services for businesses and individuals. Today, we serve more than 25 industries, from agriculture to technology and insure 90% of the Fortune 500®. Our growth strategy is not limited to our business. As an employer, Zurich strives to provide ongoing career development opportunities and foster


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