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 :

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OR

OR

Preferred Qualifications :

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

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.

Location(s) : AM - Anoka, AM - Sioux Falls

Remote Working : Hybrid

Schedule : Full Time

Employment Sponsorship Offered :  No

Linkedin Recruiter Tag : #LI-JM1 #LI-ASSOCIATE #LI-HYBRID