Call Centre Team Leader

**Description**:
Are you ready to kick start your career in global assistance?

At World Travel Protection, protecting people is our priority. We take care of corporate and leisure travellers, helping them avoid risks before they escalate and providing them with immediate access to the right experts when an emergency happens.

Our extensive experience in global travel risk management is the reason we are trusted by travellers, corporate risk managers and organisations across the globe, who allow us to help prepare them for potential travel threats and assist them when they need it most.

We are part of Cover-More Group, the third largest provider of travel insurance and assistance in the world, operating in 16 countries across five continents from New Zealand to the USA sounds exciting right?

So, what’s our mission?

Protecting travellers - and supporting those responsible for their safety - is our business.

We operate 24 hours a day, seven days a week from our 4 operation centres in Australia, Canada, Malaysia, and the UK, responding to the cries for help we receive from travellers across the globe.

So, what’s the job?

You’ll lead a team of Case Managers to meet operational performance and development objectives and lead the team to contribute to business growth and success.
You’ll set performance and behavioural expectations with team members and provide feedback and coaching to improve metrics relating to attendance, adherence, and customer experience.
You’ll be the escalation point for your team, providing direction to case managers and the customer to enable resolution where required.
You’ll identify areas of professional development for your team members, providing mentoring and guidance to develop in their roles and to support their career development.
You’ll lead your team to ensure the best possible service for our customers, and keep them motivated during times of uncertainty and change.
You’ll conduct call quality audits and case reviews and provide coaching sessions on areas identified for improvement.
You’ll ensure that all confidential information is handled in accordance with Company protocols and procedures.

And what are we looking for?

You’ll have experience leading a team in a customer service context
You’ll be passionate about developing and leading a high performing team that embodies our values and behaviours in all customer and colleague interactions
You’ll have experience leading a team through ongoing development and the capability to implement the strategic vision of the business
You’ll have well-developed interpersonal and communication skills to build and maintain effective relationships with your staff
You’ll have experience building relationships with colleagues and influencing and collaborating across all levels of a business
You’ll be passionate about continuous improvement and have the ability to lead and manage change within a team
You’ll have highly developed critical thinking and problem-solving skills and the capacity to prioritise and manage complex cases
You’ll be passionate about creating a team culture of collaboration, engagement and commitment to customer service and care

So, why choose us?

We value optimism, caring, togetherness, reliability and determination.

**We have more than 1500 employees worldwide**: we’re a global group of digital specialists, actuaries, marketers, doctors, nurses, case managers, claims specialists, finance experts and customer service professionals. We share a global mission to look after travellers, at every step of their journey.

Career growth. We want you to continue to learn, develop and bring your ideas to the table. We want to hear what you think, and we want you to work with the business - not for the business

Diversity and inclusion. We respect who you are and thoroughly embrace diversity. So whatever walk of life you wander, just be you and come as you are.

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 anniversary leave, covid leave (to get vaccinated and for when you’re sick), volunteer leave and a comprehensive paid parental leave scheme.

Travel and work with us. We’ll help you keep travelling in your career, oh and quite literally with free travel insurance for you and your partner. We also offer great discounts through our extensive travel partnerships so start planning for your next trip today

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