Crisis Management Team Leader

2 semanas atrás

São Paulo, São Paulo, Brasil EF Education First Gruppe Tempo inteiro

About the Role: EF Educational Tours is seeking a skilled Manager to oversee our proactive On Tour Support Team. As the leader of Emergency Response, you will be responsible for guiding the resolution of critical incidents and supervising a team of experts in our South-Pacific office dedicated to assisting travelers during their global tours. Your team's primary focus will be on crisis management, addressing a variety of On-Tour incidents, and managing emergency-related cases ranging from routine travel disruptions to significant medical and logistical challenges.

Key Responsibilities:

  • Lead customer communication and decision-making for escalated incidents, including serious medical and behavioral health issues, interactions with local authorities, and large-scale events such as natural disasters.
  • Ensure team members receive comprehensive training and provide outstanding support to travelers in both routine and critical situations. A key objective will be enhancing team efficiency by promptly reaching out to travelers and resolving issues swiftly while balancing customer service and budgetary considerations.
  • Oversee all managerial functions for the team, including recruitment, payroll, and administrative tasks, while offering regular feedback and professional development opportunities. You may also manage staff in various locations and time zones.
  • Collaborate closely with the global On Tour Support management team to maintain a unified mission and strategy across offices, fostering a cohesive approach to Emergency Response and Customer Service.
  • Work alongside leaders in our Travel and Operations team to ensure a supportive traveler experience through the development of materials, policies, and system enhancements.
  • Participate in the after-hours staffing rotation to manage escalated cases and resolve standard customer service issues.
  • Engage in off-peak responsibilities by collaborating with Emergency Response Teams associated with other EF products and assisting Operations teams with safety and customer service initiatives.

The Ideal Candidate:

  • Exhibits exceptional attention to detail and judgment, taking pride in clear communication.
  • Possesses a keen eye for detail, becoming the go-to resource for peers and colleagues.
  • Proactively anticipates needs and asks the right questions to navigate potential challenges.
  • Demonstrates strong and adaptable communication skills, tailoring messages to suit various audiences.
  • Maintains composure under pressure, remaining calm and collected in challenging situations.
  • Independently identifies needs, determines effective approaches, and mobilizes resources to achieve results.

Qualifications:

  • Minimum of 2 years of experience in team management.
  • At least 3 years of experience in emergency response or handling escalated customer service issues.
  • Proven ability to manage projects from inception to completion while handling sensitive customer communications.
  • Skilled in navigating and de-escalating culturally sensitive situations, particularly within the US and Canadian markets.
  • Fluent in written and verbal English.
  • Eligibility to work in Australia; this position does not offer visa sponsorship.

Why Work with Us:

At EF, we empower our team members to take ownership of their work, fostering an entrepreneurial spirit that drives our organization. We offer a range of benefits, including the opportunity for staff to experience our global tours through the STEP (Staff Travel Experiential Program).

About EF Education First:

Since 1965, EF has been dedicated to fostering understanding among people through cultural exchange and education. Our immersive programs in language, travel, and academics have opened doors for millions. Join a diverse community across over 600 schools and offices in 50 countries, united by our mission to open the world through education.

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