Team Lead - Customer Service (Bilingual)

Job Description

<p>Europ Assistance Canada, part of Generali Group, is looking for a bilingual Team Lead to lead our Customer Service team in Canada.</p><p>We are searching for an experienced candidate to join our team and contribute to the building of the local operations in Canada. Europ Assistance is a global company actively doing business in over 200 countries in the delivery of their products and services. The Canadian business unit will strategically focus its efforts on the Travel Insurance industry with the distribution of product offers and associated service solutions to key stakeholders for their customers traveling abroad or with in Canada. </p><p><br></p><p>The position is based in Toronto and reports directly to the Head of Assistance & Claims Operations. </p><p>The working environment is a mix of in-office and remote, though always in close collaboration with colleagues and stakeholders. </p><p><br></p><p><strong>Responsibilities Include:</strong></p><ul><li>Collect workload indicator statistics to assist with staffing projections and seasonal changes.</li><li>Lead a supportive and fostering environment that promotes the Europ Assistance vision.</li><li>Build employee performance and engagement by leading, coaching, evaluating and developing staff.</li><li>Set performance objectives and goals for employees to meet and improve results.</li><li>Develop and implement employee performance and development plans focused on leveraging client needs, provider networks, insurance policy coverage and risk management strategies.</li><li>Manage all aspects of customer service and licensing of Insurance Advisors. Including local and global reporting.</li><li>Focus is directed towards providing exceptional client experience and meeting NPS targets.</li><li>Recommend and develop workflow improvements and modifications.</li><li>Supports external and internal clients throughout the life of a policy and claim.</li><li>Manage our telephony system (Genesys) and contribute to improve it for calls and mail management.</li></ul><p><br></p><p><strong>Education, Knowledge, Skills, and Abilities:</strong></p><ul><li>Post secondary education or workplace experience.</li><li>Licensed to sell Travel Insurance products.</li><li>Superior communication skills, verbal and written.</li><li>Strong orientation to timelines, accuracy and detail.</li><li>5 years minimum experience in customer resolution.</li><li>Exceptional customer insight and service skills.</li><li>Sound knowledge of the travel insurance industry.</li><li>Ability to manage diverse and demanding workload.</li><li>Proven people management and leadership skills.</li><li>Well developed interpersonal, organizational and time management skills with the ability to adapt in a busy environment with fluctuating workloads, deadlines.</li><li>Strong knowledge of Genesys telephony system.</li></ul><p><br></p><p><strong>Flexible Language Requirement: </strong>Bilingual </p><p><strong>Work Location:</strong> Hybrid </p><p><strong>Compensation: </strong>Salary range $65k-70k (based on contract duration)</p><p><strong>Vacancy: </strong>1 full time position (new role)</p><p><br></p><p><strong>Artificial Intelligence (AI) Usage Disclosure: </strong>Please note that our recruitment process may involve the use of artificial intelligence (AI) or automated tools to assist in screening, assessing, and selecting applicants. These technologies are used to enhance efficiency, ensure consistency, and support fair decision-making. All AI-assisted evaluations are conducted in accordance with applicable privacy and employment regulations.</p><p><br></p><p>Europ Assistance Canada Services Inc. supports all accommodation requests from applicants with disabilities; please contact Human Resources at if any accommodation is required.</p><p><br></p><p>We thank all applications for their interest, but only candidates selected for an interview will be contacted.</p><p></p>