Zurich Insurance · 12 hours ago
Technical Assistance Center Manager
Sioux Falls, SD
Full-time
Hybrid
Mid, Senior Level
$87K/yr - $143K/yr
4+ years expZurich North America is looking for a Technical Assistance Center Manager to support their RCIS team member support area. The role involves managing a team of analysts, ensuring service delivery standards are met, and collaborating with business leaders to identify and deliver support solutions.
Enterprise SoftwareFinanceProperty & Casualty InsuranceFinancial ServicesInsuranceProductivity Tools
No H1B
Responsibilities
Manage a team of Technical Assistance Center Analysts who support the employees of the Crop business line
Contribute to Technical Assistance Management team to define the support strategies of the broader Technical Assistance Team
Manage the performance on team members, including individual performance metrics and contribution to team goals. Coach team members
Ensure timeliness and productivity results of contact center team meets or exceeds service delivery standards
Ensure contact center quality and customer satisfaction results meets or exceeds quality standards
Manage daily schedules to assure coverage of phone, chat, and email queues
Identify and communicate current support trends, communicate solutions
Partner with Crop business leaders to identify support needs and deliver solutions
Managing escalated support issues
Coordinating with Team Members on employee development plans
Make staffing decisions concerning hiring, training/development, and evaluation of staff performance
Qualification
Required
Bachelors Degree and 4 or more years of experience in the IT area OR
Associate Degree and 6 or more years of experience in the IT area OR
High School Diploma or Equivalent and 8 or more years of experience in the IT area OR
Zurich Certified Insurance Apprentice including an Associate Degree and 6 or more years of experience in the IT area
Preferred
Experience in Crop Insurance Industry
Detailed understanding of Knowledge bases and Help Desk tools including ServiceNow, Access Central, and Genesys telephony systems
Experience with Microsoft Office including CoPilot
Strong verbal and written communication skills
Management experience in a support environment
Experience with process improvement initiatives and change management
Strong technical skills including iPhone and desktop
Benefits
Competitive pay
Comprehensive benefits for employees and their families
Short-term incentive bonus eligibility set at 10%
Company
Zurich Insurance
Zurich Insurance Group (Zurich) is a leading global multi-line insurer founded more than 150 years ago, which has grown into a business serving more than 75 million customers in more than 200 countries and territories, while delivering industry-leading total shareholder returns.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
unknown2020-12-07IPO
Leadership Team
Aleksandar Vidovic
CEO
Walter Jopp
Chief Executive Officer - ME Life
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