Technical Assistance Center Manager

Zurich North America is look for a Technical Assistance Center Manager to support our RCIS team member support area. The preferred location is the Anoka MN office where the majority of direct reports are located.  We will also consider the role to be based out of the Sioux Falls, SD or Anoka, MN.

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.

Basic Qualifications: 

• 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 Qualifications:

• 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

Your pay at Zurich is based on your role, location, skills, and experience. We follow local laws to ensure fair compensation. You may also be eligible for bonuses and merit increases. If your expectations are above the listed range, we still encourage you to apply—your unique background matters to us. The pay range shown is a national average and may vary by location. The proposed Salary range for this position is $87,200.00 - $142,700.00, with short-term incentive bonus eligibility set at 10%.

We offer competitive pay and comprehensive benefits for employees and their families. [Learn more about Total Rewards here.]

Why Zurich?

At Zurich, we value your ideas and experience. We offer growth, inclusion, and a supportive environment—so you can help shape the future of insurance. Zurich North America is a leader in risk management, with over 150 years of expertise and coverage across 25+ industries, including 90% of the Fortune 500®.

Join us for a brighter future—for yourself and our customers.

Zurich in North America does not discriminate based on race, ethnicity, color, religion, national origin, sex, gender expression, gender identity, genetic information, age, disability, protected veteran status, marital status, sexual orientation, pregnancy or other characteristics protected by applicable law. Equal Opportunity Employer disability/vets.

Zurich complies with 18 U.S. Code § 1033.

Please note: Zurich does not accept unsolicited CVs from agencies. Preferred vendors should use our Recruiting Agency Portal.

Location(s): AM - Anoka, AM - Sioux Falls
Remote Working: Hybrid
Schedule: Full Time
Employment Sponsorship Offered: No  
 
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