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Emergency Response Team Leader
1 week ago
We are looking for a highly experienced Emergency Response Team Leader to join our team. As a key member of our organization, you will be responsible for delivering exceptional customer service, driving operational excellence, and developing strategic programs to enhance business performance in our 24/7 Travel Assistance business.
About the JobThe ideal candidate will have a proven track record of leading teams, managing complex cases, and developing strategic programs to enhance customer satisfaction and loyalty. They will work closely with internal stakeholders to identify opportunities for improvement and develop solutions to drive business growth and profitability.
- Develop and implement strategic programs to enhance the customer journey and improve business performance.
- Manage employee performance, provide regular feedback, and support professional development initiatives.
- Collaborate with internal stakeholders to identify and address potential risks and blockers.
- Lead daily, weekly, and monthly operating rhythms, including handovers, quality forums, and team engagement sessions.
- Oversee case direction on complex and high-priority cases throughout the scheduled shift.
- Review and revise team scheduling requirements to deliver high-quality assistance.
- 2-4 years of leadership experience in an Emergency Assistance environment.
- Demonstrated ability to deliver results in a high-pressure setting.
- Exceptional written, verbal, and interpersonal communication skills.
- Strong knowledge of General Insurance and/or Travel Insurance Industry.
