Hybrid Travel Contact Center Lead

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

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