Global Assist Team Leader 119371 Zurich Cover More is seeking a Global Assist Team Leader to join our Group in North America. Travel Guard is one of the world's leading providers of Travel Insurance globally. Our value-based approach to doing business, combined with unrivaled customer service has helped us to attract and maintain highly skilled teams of employees who enjoy providing top notch customer care focused on solutions to our clients around the world. Our employees are empowered to make decisions and suggestions in the best interest of our customers. If you are seeking opportunities to further your skillsets, be empowered to make decisions, work with diverse teams of all backgrounds, and be rewarded for your individual performance look no further! Travel Guard is currently seeking a Team Leader for our American Express Global Assist Department to assist our management team with the day-to-day operations and play a vital role in employee development. This position will supervise and monitor representatives on a daily/weekly/monthly schedule, provide performance feedback, assist representatives as needed and will handle supervisory calls. The Global Assist Team provides support to American Express Card Members who find themselves facing unexpected Travel Emergencies around the world. We are an inbound call center focused on creative solutions to meet the needs of our Card Members, allowing them to leave the problem solving to us and enjoy their travels as they intended. Our team responds quickly to a number of travel related emergencies including, but not limited to, lost luggage tracking, emergency cash wires, passport and visa replacements, and medical assistance services. We take pride in our ability to creatively solve unique problems and doing so efficiently to meet our customers needs. If you are looking for an opportunity to lead people, further develop your skillset, and creatively find solutions for unique problems- this is the role for you! Responsibilities Include: Supporting a team of individuals by providing performance feedback and guidance in case handling. Identifying opportunities to improve upon efficiencies in process/procedure and individual performance. Ensuring our team is supported appropriately to deliver results in their roles. Multitask work streams to effectively move work forward in all areas (call handling, email, etc.). Creative and critical thinking to provide out-of-the-box solutions where necessary. Work closely with Management to ensure we are effectively moving the team forward at all times. Basic Qualifications: High school diploma or equivalent Availability to work 2nd shift with a bi-weekly weekend requirement. Ability to work in the office 2-3 shifts per week. Preferred Qualifications: Experience leading and mentoring people (1+ year preferred) A record of providing outstanding customer service (2+ year preferred) Excellent verbal and written communication skills Attention to detail and accuracy in documentation Ability to effectively manage and prioritize tasks Ability to respond to high end clientele with professionalism and clarity You are joining us at a pivotal time in our business. With the recent acquisition of AIG’s global personal travel insurance business, Travel Guard, we have become a leading travel insurance and assistance provider globally, serving over 20 million customers annually and maintaining long-term relationships with more than 200 distribution partners. We’re for travelers and for traveling, but we want to offer much more beyond travel insurance and assistance – we want to ‘cover more’. Zurich Cover More recognizes the diversity of our workforce as an asset. We recruit talented people from a variety of backgrounds with unique perspectives that are truly welcome here. Taken together, diversity and inclusion bring us closer to our common goal: exceeding our customers’ expectations. Zurich does not discriminate on the basis of age, race, ethnicity, color, religion, sex, sexual orientation, gender expression, national origin, disability, protected veteran status or any other legally protected status. EOE disability/vet