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Customer Support Workforce Planner

2 months ago

Andover, Minnesota, United States Zurich Insurance Company Ltd. Full time

Zurich North America is hiring an Customer Support Workforce Planner to join our team We are open to hiring talent in one of the following locations: Schaumburg, Overland Park or Anoka.

In this role you will be responsible for:

  • Forecast call volumes and staffing requirements based on historical data, trends, and business needs.
  • Create and maintain accurate staffing schedules to ensure optimal coverage and service level targets are met
  • Monitor real-time adherence to schedules and make necessary adjustments to optimize productivity.
  • Analyze call center data and provide insights to identify opportunities for improving operational efficiency and performance
  • Maintain and update workforce management tools to ensure accurate and up to date information.
  • Collaborate with call center managers to identify and address staffing gaps and operational challenges

Basic Qualifications:

  • Bachelors Degree and 5 or more years of experience in the Workforce Planner in a contact center environment
    OR
  • High School Diploma or Equivalent and 7 or more years of experience in the Workforce Planner in a contact center environment
    OR
  • Zurich Certified Insurance Apprentice, including an Associate Degree and 5 or more years of experience in the Workforce Planner in a contact center environment
    AND
  • Experience in Organizational Effectiveness or Change Management
  • Experience in the application of existing and/or change management methodologies and tools
  • Project management experience

Preferred Qualifications:

  • Insurance industry knowledge with subject matter expertise in at least one functional insurance discipline; such as Underwriting, Claims, Risk, Engineering
  • Experience in using workforce management software and tools to forecast call volumes and create schedules
  • Knowledge of contact center operations and industry specific metrics

As a condition of employment at Zurich, employees must adhere to any COVID-related health and safety protocols in place at that time ).

A future with Zurich. What can go right when you apply at Zurich?

Now is the time to move forward and make a difference. At Zurich, we want you to share your unique perspectives, experiences and ideas so we can grow and drive sustainable change together. As part of a leading global organization, Zurich North America has over 150 years of experience managing risk and supporting resilience. Today, Zurich North America is a leading provider of commercial property-casualty insurance solutions and a wide range of risk management products and services for businesses and individuals. We serve more than 25 industries, from agriculture to technology, and we insure 90% of the Fortune 500. Our growth strategy is not limited to our business. As an employer, we strive to provide ongoing career development opportunities, and we foster an environment where voices are diverse, behaviors are inclusive, actions drive equity, and our people feel a sense of belonging. Be a part of the next evolution of the insurance industry. Join us in building a brighter future for our colleagues, our customers and the communities we serve. Zurich maintains a comprehensive employee benefits package for employees as well as eligible dependents and competitive compensation. Please click here to learn more.

As a global company, Zurich recognizes the diversity of our workforce as an asset. We recruit talented people from a variety of backgrounds with unique perspectives that are truly welcome here. Taken together, diversity and inclusion bring us closer to our common goal: exceeding our customers' expectations. Zurich does not discriminate on the basis of age, race, ethnicity, color, religion, sex, sexual orientation, gender expression, national origin, disability, protected veteran status or any other legally protected status. EOE disability/vet

Zurich does not accept unsolicited resumes from search firms or employment agencies. Any unsolicited resume will become the property of Zurich American Insurance. If you are a preferred vendor, please use our Recruiting Agency Portal for resume submission.

Location(s): AM - Overland Park, AM - Schaumburg, AM - Anoka

Remote Working: Hybrid

Schedule: Full Time

Employment Sponsorship Offered: No

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