.Viking Travel Care are looking to recruit a new colleague with long experience from the travel assistance industry, to strengthen our daily operations management.The role will be responsible for the implementation and constant improvement of our daily operational routines for supervision of calls, tasks and case management, as well as participating in the daily shift management on the floor.Other responsibilities and projects will also be relevant for this role, as we expect it to develop in line with Viking Travel Care's needs. To some extent it can be discussed to adjust it to the candidates' specific competencies, if they are in line with Travel Care's needs.ResponsibilitiesImplement and improve the daily operations management routines for Travel Care (drift).Secure efficient workflow on the shifts for calls, tasks and case handling.Ensure that daily routines contribute to fulfillment of SLA's and KPI's.Execute on quality processes in the daily operations, suggest improvements.Support the Travel Care Team Leaders in competence development and training of staff.Other projects and tasks, operational and/or administrative, related to the operations of Travel Care.QualificationsMinimum 3 years' experience from travel insurance assistance.Experience from supervision / shift management in an alarm center for travel assistance.Knowledge of and ability to handle all types of travel insurance assistance case types.Experience from training and coaching colleagues/staff.Fluent spoken and written Norwegian, Danish, Swedish or Finnish (Finnish speakers must be fluent in Swedish), and English (additional languages are a plus).Experienced user of IT-systems and can quickly learn new systems.Who are youYou have a structured approach and get things done.You have excellent prioritization and delegation skills.You communicate well and have good people skills.You see solutions instead of problems and have a flexible mindset.You thrive in an environment of rapid and continuous change.You are not easily stressed and are able to handle many tasks at the same time.You are not afraid to make decisions and comfortable with giving feedback.You are service minded and have a passion for helping people.WorkplaceThe position is located at our Travel Care Operations in Torrevieja, Spain.Working hoursThe position will work in rotation day, evening and weekends. Since we are a 24/7/365 contact centre other working hours may be required at times.We can offerCompetitive salary.A good and social working environment with nice colleagues.Nice working environment in a modern office building in Torrevieja centrum.Relocation packet – We help to make it easier to move to Spain.If you have any questions, you are welcome to contact:Cristina F. Blanco, Operations Manager Travel Care, telephone number: +34 661 614 179 or e-mail: ****** .orGry Monica Hellevik, Director of Travel Care, telephone number: +47 917 88 710 or e-mail: gry.hellevik@vikingassistance
