American Express Call Center Manager at Zurich in Houston, Texas

Job Description:

Zurich Cover More is seeking an American Express Call Center Manager 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 Call Center Manager for our American Express Teams to assist with the day-to-day operations and play a vital role in employee development, engagement, process/procedure implementation, and effectively managing to the expectations of not only Travel Guard, but American Express. The individual in this position will be directly responsible for a number of employees who currently work to support the contracts we hold with American Express for our Global Assist and Claims Intake Group Programs. The Global Assist Team provides support to American Express Card Members who find themselves facing unexpected Travel Emergencies around the world. This team is available to Card Members 24/7 providing assistance for Medical, Legal, FInancial and other select Travel Emergency services. The Claims Intake Group provides assistance to American Express Card Members who have access to no additional cost benefits associated with their cards. This program provides Trip Cancellation, Trip Interruption, Trip Delay, and Cell Phone Insurance. The Claims Intake Group operations are Monday-Friday from 7am-7pm. If you are looking for an opportunity to lead people, further develop your skillset, creatively find solutions for unique problems, and contribute to a collaborative team- this is the role for you!

Responsibilities Include:

Oversee day to day operations to ensure we meet our goals

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

Creative and critical thinking to provide out-of-the-box solutions where necessary

Work closely with Executive Leadership teams to move forward initiatives appropriately

Direct management and oversight of leadership teams and front line employees

Prioritize urgent projects and ensure deadlines are met consistently

Maintain an open door policy in support of all staff

Consistently display excellent leadership qualities for all teams

Basic Qualifications:

High school diploma or equivalent

Availability to work 8am-4pm and be on call outside of office hours for emergency needs.

Ability to work in the office a minimum of 3 shifts per week.

1-2 years of leadership experience

Preferred Qualifications:

Experience leading and mentoring people (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

Experience managing performance expectations is desired