Contact Center Supervisor

Zurich Cover-More; Stevens Point (WI); Hybrid; USD 65,000 - 90,000; Full time

Benefits offered by this job

Annual leave

Personal leave

Volunteer leave

Paid parental leave

Health plan

401(k) employer matching

Job summary

Zurich Cover-More is seeking a front-line supervision leader for Travel Guard’s contact center. You will guide a 20-40+ member team, drive workforce planning, performance, and development, and ensure compliance with industry standards.

The role emphasizes delivering exceptional service and improving customer experience across shifts. The position offers hybrid work with 3 days in office and 2 days remote, plus ongoing onboarding and development opportunities within a global travel insurance

Qualifications

• A high school diploma or equivalent.
• Possess a high level of customer service skills.
• Hold experience in a leadership role managing team performance.
• Have exceptional communication and problem-solving skills.
• Be proficient in MS Office programs.

Responsibilities

• Lead a team of 20-40+ members in day-to-day contact center operations.
• Manage workflow, forecasting, assignments, and scheduling.
• Build relationships with internal colleagues and external customers to resolve issues and meet satisfaction targets.
• Meet service level goals while adhering to headcount constraints.
• Provide mid-year and year-end performance management for direct reports.
• Deliver corrective action warnings up to termination.
• Foster employee development.

Skills

Customer service

Team leadership

Communication

MS Office

Education

High school diploma

Tools

MS Office

Job description

Where will your career take you next? Let's find out together.

About Travel Guard

This role is part of our Travel Guard team. Travel Guard is a leading travel insurance brand, 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 centres across Asia, Europe, and the Americas, ensuring 24/7 support to help travelers navigate unexpected circumstances that may disrupt their plans. Travel Guard became part of Zurich Cover-More in December 2024.

What you'll be doing:

In this role, you will lead and inspire a team of front-line contact center assistance professionals and Team Leads, playing a key role in delivering exceptional service and achieving meaningful business results. You'll drive workforce planning, performance, and employee development, all while fostering a positive, high-performing team culture. This is an opportunity to make a real impact by enhancing the customer experience, optimizing operations, and ensuring compliance with industry and internal standards.

• Successfully lead a team of 20-40+ team members in the day-to-day operations of the contact center.
• Manage workflow, volume forecasting, delegate assignments, and scheduling.
• Build and maintain relationships with internal colleagues, external customers by analysing and resolving customer service issues to meet customer satisfaction targets.
• Meet service level goals while adhering to the departments allocated headcount by considering staffing requirements.
• Provide mid-year and year end performance management for direct reports.
• Deliver corrective action warnings up to and inclusive of termination.
• Foster employee development.

What skills and experience you'll bring on this journey:

• A high school diploma or equivalent
• Possess a high level of customer service skills
• Hold experience in a leadership role managing team performance.
• Have exceptional communication and problem-solving skills.
• Be proficient in MS Office programs.

Why you'll love working with us!

We value optimism, caring, togetherness, results-orientation, and forward-thinking.

We have more than 3000 employees worldwide. We are a global group of digital specialists, actuaries, marketers, doctors, nurses, case managers, claims specialists, finance experts, customer service and corporate services 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 you can 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 rapidly expand our business across the globe. We're committed to helping our people thrive through a comprehensive onboarding experience, continuous professional development, and a supportive work environment that empowers growth at every stage of your career.

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 along with 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. Wherever life has taken you, we welcome you to bring your whole self to work. Just be you - because that's exactly who we're looking for.

At Zurich Cover-More, we're proud to be one of the world's leading travel insurance and assistance providers. Each year, we protect more than 20 million travelers worldwide, making sure we're there every step of their journey with proactive care, personalised cover and specialist support. Zurich Cover-More partners with many of the world's best-known brands - think major airlines, travel giants, top banks, credit card providers, and large retailers - to deliver more care, more cover, for all.

Launched in December 2024, Zurich Cover-More is the global travel brand of Zurich Insurance Group, one of the world's leading multi-line insurers. Our family of customer-facing brands includes trusted names like Travel Guard, Cover-More Travel Insurance, Travelex Insurance, Universal Assistance, World Travel Protection, Freely, and Blue Insurance. Together, we're redefining what it means to travel safely and with confidence. Whether it's a long-awaited holiday, a last-minute business trip, or an unexpected detour, we deliver in the moments that matter.