At WorldTrips, a proud member of the Tokio Marine HCC group of companies, we believe in more than just business—we believe in empowering our people. As a global leader in specialty travel medical and trip protection insurance, we are passionate about preparing travelers for the unpredictable while fostering a work environment where bold ideas and transformative solutions are valued at every level. Our mission, "To Be a Good Company," reflects our commitment to people and community, recognizing the importance of giving back and driving positive change.

We are proud to be named as a Top Workplace Winner for the past two years by IndyStar! Our renovated office, located in Carmel, IN, is only steps away from the Carmel City Center for shopping, dining, and entertainment.

The Adventure Ahead:

The Operations Supervisor will be responsible for leading and supporting the customer service team members to ensure goals and standards are achieved for the department and organization. This role will oversee daily operations, address performance gaps, and foster a positive results-driven environment. This is a hybrid position that is on-site Mondays – Wednesdays located in our Carmel office.

Oversee daily operations such as managing attendance schedules, monitoring call volume, and providing support as needed and for interdepartmental escalationsPrepare and provide call center reports to management such as production reports and data analysis to provide insights into trends and call statsSupervise team of representatives consisting of coaching, mentorship, quality review audits, performance management, performance feedback, disciplinary action issues, and resolve routine personnel problems by following current company and departmental policies and proceduresIdentify personal and professional development along with training needs for individuals while communicating job expectations; Assess available employee resources; Review compensation actions to ensure alignment with performanceDetermine and contribute to operational strategies for call center by conducting need assessments, capacity planning, evaluating technologies, defining user requirements, and establishing technical specifications for production, quality, and online reviewsOversee new hire orientation and training of all new team members

Skills and Experience Needed:

Bachelors in a related field or the equivalent combination of education and experience6 years of relevant and progressive experience in customer serviceUp to 2 years of experience in people leadingUnderstanding of company vision and demonstrating professional, positive, successful, and interactive customer and partner relationships while working under pressurePossess and has ability to apply broad knowledge of principles, practices, and proceduresExcellent written and verbal communication skills with an emphasis on confidentiality, tact, and diplomacyProven ability to author Standard Operating ProceduresExceptional organizational and analytical skills, demonstrated ability to manage multiple tasks simultaneouslyAdvanced proficiency and expertise using Microsoft Office package (Excel, PowerPoint, OneNote, Word, Teams)

We offer a competitive salary and benefits package including:

Full benefits (Medical, Dental, Vision, 401k)Eleven company paid holidays plus 20 PTO daysCasual dress environment

WorldTrips is an equal opportunity employer. Join a team where your success is our priority.

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