Contact Center Manager Travel Insurance

Contact Center Manager(Travel Insurance)

Areyou looking for a stimulating and dynamic job Would you like to bepart of a team that believes in your potential and part of a greatcompany that will help you advance in your career This is the jobfor you! We are currently looking for (2) Contact Center Managersfor one of our clients a company offering comprehensive costmanagement claims processing and medical assistanceservices.

Whatis in it foryou :

Annual salary from $65.000 to $69.000 based on yourexperience.

Performancebasedbonus tied to company performance and profitability paid out inlate fall.

Permanent fulltimeposition : 40 hours per week; possibility of oncall work andadditional shifts may berequired.

Hybrid positionrequiring a minimum of 2 days inoffice presence.

Schedule from 9 am to 5 pm withsome flexibility for evenings andSaturdays.

Generous vacation : 3weeks of vacation per year.

Personal time : 24 hours in the first year 36 hours in the secondyear and 48 hours thereafter.

Comprehensive benefits package (available after 90 days ofemployment) : including dental and medical insurance as well asadditional benefits such as massage sessions chiropractic care andmore.

Retirement savings plan : Registered Retirement Savings Plan with the opportunity tocontribute up to 4% of your salary matched by thecompany.

Responsibilities :

DevelopmentSupport and Performance Management of Team Members (60%)

Develop coach and support employees in their skill development andperformance by setting clearexpectations.

Monitor employeekey performance indicators (KPIs) to ensure productivityprogression and to provide feedback to employees on a continuousbasis.

Recognize high performingemployees and take action to improve results for underperformingemployees.

Set service targetsensure they are properly communicated to employees and provideemployees with the necessary tools to reach thesegoals.

Provide a positive andstimulating working environment for the employees throughcommunication andengagement.

IntradayManagement and Departmental Results(30%)

Work with the Leadership team to understand evolving businessrequirements and support implementation of strategic decisionsnecessary to achieve results.

Monitor work output and quality results on a consistent basis andtake remedial action whenappropriate.

Collaborate withother departments in order to improve processes and resolve issues(Employee Development Talent acquisitionOnboardingetc.).

Provide feedbackto management on trends and steps taken / to betaken.

Ensure team responds tocustomer inquiries promptly to ensure a positiveexperience.

ContinuousImprovement & Organizational Success(10%)

Promote and communicate the corporate strategy and vision as itrelates to the Assistance Servicesteam.

Participate in strategicinitiatives in support of organizationalgoals.

Identify opportunities forimprovement in all aspects of thedepartment.

Propose solutions andhelp to implementthem.

Whatyou will need tosucceed :

Previous Call Center leadership experience required.

University degree or collegediploma preferred.

Goodunderstanding of travel insurance insurance terminology and casemanagement is an asset.

Proficiency in Microsoft Officesuite.

Excellent organizationalskills with a strong attention to detail and good problemsolvinganalytic skills.

Excellent verbaland written communicator; Bilingual in English andFrench.

Ability to multitask andmanage competing priorities.

Structured approach to coaching.

Work and lead in a teamenvironment.

WhyRecruitAction

RecruitAction (agency permit : AP2000003) provides recruitment servicesthrough quality support and a personalized approach to job seekersand businesses.

Only candidates who match hiring criteria will becontacted.