Technical Assistance Center Manager

Zurich North America is looking for a Technical Assistance Center Manager to support our RCIS team member support area. The preferred location is the Anoka, MN office where the majority of direct reports are located. We will also consider the role to be based out of the Sioux Falls, SD or Anoka, MN.

• Manage a team of Technical Assistance Center Analysts who support the employees of the Crop business line.
• Contribute to the Technical Assistance Management team to define the support strategies of the broader Technical Assistance Team.
• Manage the performance of team members, including individual performance metrics and contribution to team goals. Coach team members.
• Ensure timeliness and productivity results of the contact center team meet or exceed service delivery standards.
• Ensure contact center quality and customer satisfaction results meet or exceed quality standards.
• Manage daily schedules to assure coverage of phone, chat, and email queues.
• Identify and communicate current support trends and solutions.
• Partner with Crop business leaders to identify support needs and deliver solutions.
• Manage escalated support issues.
• Coordinate with team members on employee development plans.
• Make staffing decisions concerning hiring, training/development, and evaluation of staff performance.

• Bachelor's Degree and 4 or more years of experience in the IT area OR
• Associate Degree and 6 or more years of experience in the IT area OR
• High School Diploma or Equivalent and 8 or more years of experience in the IT area OR
• Zurich Certified Insurance Apprentice, including an Associate Degree and 6 or more years of experience in the IT area.

• Experience in the Crop Insurance Industry.
• Detailed understanding of Knowledge bases and Help Desk tools including Service Now, Access Central, and Genesys telephony systems.
• Experience with Microsoft Office including CoPilot.
• Strong verbal and written communication skills.
• Management experience in a support environment.
• Experience with process improvement initiatives and change management.
• Strong technical skills including iPhone and desktop.

Your pay at Zurich is based on your role, location, skills, and experience. You may also be eligible for bonuses and merit increases. If your expectations are above the listed range, we still encourage you to apply—your unique background matters to us. The proposed salary range for this position is $87,200.00 – $, with short‑term incentive bonus eligibility set at 10%.

We offer competitive pay and comprehensive benefits for employees and their families. [Learn more about Total Rewards here.]

At Zurich, we value your ideas and experience. We offer growth, inclusion, and a supportive environment—so you can help shape the future of insurance. Zurich North America is a leader in risk management, with over 150 years of expertise and coverage across 25+ industries, including 90% of the Fortune 500®.

Zurich in North America does not discriminate based on race, ethnicity, color, religion, national origin, sex, gender expression, gender identity, genetic information, age, disability, protected veteran status, marital status, sexual orientation, pregnancy or other characteristics protected by applicable law. Equal Opportunity Employer – disability/vets.

Zurich complies with 18 U.S. Code § 1033.

Location(s):
Anoka, MN;
Sioux Falls, SD

Remote Working:
Hybrid

Schedule:

Full Time

Employment Sponsorship Offered:
No