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Zurich NA Virtual Claims Call Center Supervisor in Concord, New Hampshire

Virtual Claims Call Center Supervisor


Zurich is currently looking for a Virtual Claims Call Center Supervisor to work in our virtual inbound call center in North America.

The Virtual Claims Call Center Supervisor is responsible for providing front-line, first level supervision and leadership to Customer Care Professionals (CCPs) with the goal of driving excellent performance and delivering extraordinary customer service.

Additional responsibilities will include:

  • Driving superior customer service by providing direction, technical guidance, resolving customer issues and tracking and reporting on key metrics

  • Achieving best practices by reviewing customer service targets and following all protocols

  • Driving the performance management process by communicating job expectations, monitoring and evaluating performance, providing feedback and facilitating employee development per the company´s policies

  • Maintaining transparent communication by appropriately communicating organization information to team through department meetings, one-on-one meetings, appropriate email, Investment Management and regular interpersonal communications

  • Protecting Zurich´s reputation by keeping claims information confidential

  • Contributing to the team effort by accomplishing related results and participating on projects as needed

  • Extended Hours during peak periods, as required

Basic Qualifications:

  • Bachelor’s Degree and 4 or more years of experience in the Call Center areaOR

  • High School Diploma or Equivalent and 6 or more years of experience in the Call Center area

Preferred Qualifications:

  • Leadership, coaching or mentoring experience

  • People management experience

  • Strong verbal and written communication skills

  • Strong problem-solving skills

  • Results oriented

  • Analytical skills

  • Insurance industry experience

  • INS 21, 22, 23

A future with 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 148 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 - Remote Work (US)

Remote Working: true

Schedule: Full Time