Operations Support

We are excited to announce an internal opportunity at Travel Care - a key role designed for someone eager to make a real difference in the way we serve our customers, partners and support our team members.

The role will be responsible for projects and tasks, operational and/or administrative, related to the Operation of Travel Care. To some extent it can be discussed to adjust the tasks to the candidates’ specific competencies, if they are in line with Travel Care’s needs.

Key Responsibilities

Miscellaneous tasks and projects to support the Travel Care operations, such as:

• Implementation of new customers, new procedures and processes
• Updating of SOP’s and documentation of customer agreements (insurance company) and guidelines
• On- and offboarding of employees (order IT profiles, equipment, helping with login, check access to systems, show telephony system etc.)
• Ensure that IT, phone setup, mapping and other functionality in the system are updated as agreed with the customer (insurance company)
• Technical tasks related to our case handling system
• Implementing processes. Focus on digitalizing and IT but having a total overview of Operation's needs for technical support.
• BCP documentation updates, testing and arrange exercise of the team members
• Analyze day-to-day SLA’s to uncover areas for improvement.
• Collaborate closely with Quality & Process to help maintain and develop E-learnings, upskilling and competence plans.
• Other projects and tasks may be assigned according to operational needs, such as onboarding of new customers, facilitate workshops for training and upskilling etc.
  
  

The tasks include both regular daily/weekly responsibilities, as well as tasks based on periodic needs. How much time used on each will depend on what is needed and happening in the Operations at any given time.

Requirements

• Minimum 2 years of experience in Travel Care
• Excellent understanding of our Travel Care operations and the expectations and requirement towards us, from our customers (insurance company)
• Ability to independently take on tasks and carry them through in high quality
• Broad experience in solving operational issues with focus on cost, efficiency, problem solving and professional communication with our stakeholders.
• Knowledge of the tools and software used in our operational management
• Proactive problem-solving abilities with focus on results.
• A structural and systematic approach in solving tasks and projects
• Good communication skills and a service-minded approach in relations to your colleagues, management, customers and others
• Commitment to maintaining confidentiality and professionalism.
• Ability to work under pressure in fast-paced high-stakes environments.
• Flexible mindset, willing to take on tasks that arise and have a degree of urgency.
  
  

Working hours

The position will be working in shift rotation until the need for dayshift from 08.00 - 16.00 five days a week will be announced.

Since we are a 24/7/365 Contact Centre other working hours may be required at times