Zurich NA Senior Call Center Team Lead in Plantation, Florida

Senior Call Center Team Lead


We have an amazing opportunity to work with one of the strongest global competitors in the insurance industry, starting a new business unit from the ground up. Through this agile and fast paced business launch, you'll have the opportunity to experience a once in a career opportunity to create a new Life, Disability and Absence Management organization with the latest technologies, industry leading experts, and a high performing culture at the center of this proposition.

Zurich has an open position for a Call Center Sr. Team Lead to work in our Customer Care Center located in Plantation, Florida. We seek a self-starting individual with an entrepreneurial spirit who is looking for a great career opportunity. This role requires a result oriented candidate with demonstrated ability to make certain proper call procedures are followed and work efficiently to meet goals and key performance indicators. The ideal candidate will have experience working with a claims team.

Job Summary

This position works closely with the Customer Care Center Manager in delivery of business objectives in order to contribute to the overall success of the organization. In this role, the person will be responsible for handling call escalations and problem cases as well as the development of procedures to comply with customer requirements and improve procedures. Ensures high levels of customer service are provided in the department.


  • Analyzes call reports and implements changes for efficiency

  • Performs daily activities to meet and exceed performance metrics

  • Assists to implement improvements that will advance the customer care center’s metrics

  • Maximizes a positive customer experience by identifying, understanding, and resolving inquiries; maintain oversight of service delivery, taking responsibility for escalated issues

  • Produce reports and maintain records as required by upper management

  • Communicates to clarify, persuade, and influence audience. Adapts communication style to audience

  • Maintains thorough and current working knowledge of procedures, methods and regulatory requirements

  • Models, promotes, and advocates Zurich’s core values

Basic Qualifications

  • 5 or more years of experience in Disability or Absence claims AND

  • 3 or more years of experience working in a call center environment

  • Preferred Knowledge of WFM, Avaya, CMS, call recordings, and/or Cisco

Preferred Qualifications

  • Highly proficient and advanced computer skills

  • Outstanding time management abilities

  • Excellent written, verbal, and oral communication skills

  • Model behaviors that demonstrate commitment to corporate values

  • Experience in addressing customer needs

  • Contribute to positive team environment

  • Excellent attention to detail and organizational skills

  • Strong analytical and problem solving ability

Imagine working for a company that truly cares about their employees, customers, stakeholders, and communities they serve. Imagine working for a values-driven organization that has the ambition and desire to be the best global insurance provider in the world.

Zurich is that place where about 60,000 employees across 170 countries and territories are all focused on helping people and helping companies protect what is truly most important to them. We are a values-driven organization that takes pride in the work that we do every day and we have the ambition to be the best global insurer in the world.

Zurich in North America is an Equal Opportunity Employer Minorities/Females/Disability/Veterans

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.

Primary Location: United States-Florida-Plantation

Schedule Full-time

Travel Yes, 5 % of the Time

Relocation Available No

Job Posting 07/09/18

Unposting Date Ongoing

Req ID: 180005NI