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 thestrongest global competitors in the insurance industry, starting a new businessunit 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 tocreate a new Life, Disability and Absence Management organization with thelatest technologies, industry leading experts, and a high performing culture atthe center of this proposition.

Zurich has an open position for a Senior Call Center TeamLead to work in our Customer Care Center located in Plantation, Florida. Weseek a self-starting individual with an entrepreneurial spirit who is lookingfor a great career opportunity. This role requires a result orientedcandidate with demonstrated ability to make certain proper call proceduresare followed and work efficiently to meet goals and key performanceindicators. The ideal candidate will have experience working with aclaims team.

Job Summary

This position works closely with the Customer Care CenterManager in delivery of business objectives in order to contribute to theoverall success of the organization. In this role, the person will beresponsible for handling call escalations and problem cases as well as thedevelopment of procedures to comply with customer requirements and improveprocedures. Ensures high levels of customer service are provided in thedepartment.


  • 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

  • Bachelors Degree and 6 or more years of experience in theClaims area


  • High School Diploma or Equivalent and 8 or more years ofexperience in the Claims area


  • 10 or more years of direct line claims management experience

Preferred 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

  • 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

Additional Information

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 55,000 employees across approximately 200 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.

EOE disability/vets

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, 10 % of the Time

Relocation Available Yes

Job Posting 09/06/18

Unposting Date Ongoing

Req ID: 1800076Q

It is the Policy of Zurich in North America, as an equal opportunity employer, to attract and retain the best-qualified individuals available, without regard to race/ethnicity, color, religion, gender expression, genetic information, national origin, sex, gender identity, sexual orientation, marital status, age, disability or protected veteran status.