Today, Mondial Assistance is hiring for:

Team Leader, Travel Claims

Job Summary:

Supervise and motivate Associate team in a call center environment to ensure each customer receives a professional, caring and timely resolve to their inquiry.    

Shift: 12pm-8pm

Essential Job Functions (other duties may be assigned):

• Supervise Associate team and be accessible to team throughout the day to ensure superior customer service.
• Consult with staff: serve as initial "go-to" person for them to discuss customer concerns; proactively identify solutions to customer issues; and resolve escalated customer calls and/or issues.
• Demonstrate care in handling customer and Associate needs and build a trusting rapport with customers and Associates; encourage team collaboration when appropriate.
• Differentiate between good and poor customer service daily and coach staff to improve their customer service skills.
• Keep staff motivated daily: recognize and reward successes and serve as role model and mentor to team.
• Develop team: coach Associates by providing timely and meaningful feedback; identify and schedule training opportunities; and initiate progressive discipline as needed.
• Monitor workload daily and audit daily performance to ensure the best customer service.
• Continuously work to identify broken processes; develop, recommend and implement improvements.

Non-essential Job Functions (performed on an infrequent basis):

• Review payroll for staff bi-monthly to ensure accurate payment to staff, working collaboratively with Human Resources.
• Assist with interviewing candidates for open Associate positions.

Minimum Qualifications:

• Associate's degree or equivalent of 3 years' work experience. 
• At least 2 years' supervisory experience in a customer-focused call center environment.

Knowledge, Skills and Abilities:

• Knowledge of PeopleSoft helpful
• Possess a professional demeanor
• Demonstrated superior customer service skills
• Professional communication skills: verbal and written
• Excellent listening skills with ability to connect with the customer
• Strong supervisory skills with ability to develop, evaluate, coach, motivate and retain staff in a customer-focused team setting
• Ability to differentiate between good and poor customer service and train and mentor employees toward improvement
• Meeting facilitation skills
• Project management skills
• Detail-oriented with strong sense of urgency
• Time management, prioritization and organizational skills while maintaining focus on customer and Associate needs
• Efficient PC skills: MS Office Products (Word, Excel, Outlook and Power Point)
• Decision-making, conflict resolution and problem-solving skills
• Flexibility: ability to adapt to changing circumstances and ability to lead change
• Ability to demonstrate professional telephone and Email etiquette
• Ability to take initiative and be innovative, resourceful and proactive
• Ability to proactively identify solutions to customer concerns
• Ability to acquire product and business knowledge and share that knowledge with customers and Associates
• Ability to work collaboratively with the team
• Ability work in a fast-paced, customer focused environment
• Ability to apply feedback, take initiative and be accountable for team
• Possess a willingness and desire to help and work with others

Supervisory Responsibilities:

Responsible for daily direction and supervision of 6-10 Associates.

Work Environment (includes physical requirements):

Fast-paced office environment.  Must be available to be on call.

Mondial Assistance is looking for the best and brightest to help perpetuate our growth. In addition to competitive compensation and a full range of benefits, our full-time employees receive ample opportunities for professional advancement through a variety of classes and tools to help them get where they want to be.

Our US office is based in Richmond, Virginia, and is home to over 720 employees who speak 37 languages to help customers anytime, anywhere, and for virtually any reason. Our stylish, modern office adds to our international flair while also providing a comfortable workspace, which includes a casual dress code.

If you feel you are qualified for this position, we’d love to hear from you.  For immediate consideration for this position, please click on the Apply Now button below.

Mondial Assistance is an Equal Opportunity Employer.