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 :

• High School Diploma or Equivalent and 7 or more years of experience in the Workforce Planner in a contact center environment
• Zurich Certified Insurance Apprentice, including an Associate Degree and 5 or more years of experience in the Workforce Planner in a contact center environment
• 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 ().

Last updated : 2024-06-25