Zurich Cover More is seeking a GCA Service Manager to join our Group in North America.
(GCA) Service Manager supports and leads Customer Service Team Leads and Customer Service Coordinators in the diligence of the duties they perform in providing emergent assistance to travelers abroad who need personal care and emergency relief. This is a challenging and rewarding position where the applicant will be able to put his/her problem solving, analytical and customer service skills to use every day.
Responsibilities:
- Leads and develops an effective team of Customer Service Team Leaders and Customer Service Coordinators
- Supervises and delegates daily activities and work processes related to call center operations and emergent case management
- Communicates goals and expectations to staff and delivers performance feedback
- Co-Leads staff development activities with Operations Implementation Manager through observations, coaching, training, and mentorship activities
- Continually rivets existing operations processes and operations performance to refine business unit operations in conjunction with the Director of Operations
- Answers questions about services or products and recommends corrective actions to address customer complaints; has the ability to manage a complaint
- Works with peers in Clams, Quality Assurance and Training Development to support the performance of the business unit
- Performs Team Lead and Coordinator roles when required as determined by Director of Operations and/or business volumes
- Willingness to work on a flexible schedule the best supports the operation and staff
- Conducts all Human Resources related activities, Hiring, Disciplinary, Performance development in conjunction with HR professionals
Basic Qualifications:
- English speaking
- Plus, but not required: Fluent (Read, Write, Speak) German, French, Persian, and/or Farsi
- Health care experience is preferred, but not exclusive
- Experience in customer service or dealing directly with customers such as, Airline, Inside/Outside Sales, and Financial Services industries
- Attention to detail and sense of urgency
- Must have a strong orientation to problem solving and a strong ability to find solutions in situations where there is no precedent
- Ability to apply critical thinking skills