CLAIMS ATTENDANCE COORDINATION CAZ

Description

Job Summary: Zurich is seeking a Claims Attendance Coordinator to supervise telephone teams, resolve client issues, and improve customer service processes within the insurance sector. Key Highlights: 1. Leads telephone customer service teams in the insurance sector. 2. Provides technical guidance and problem resolution to clients. 3. Promotes team development and continuous improvement. **Job Title: CLAIMS ATTENDANCE COORDINATION CAZ** **Zurich, a leading international insurer, invites you to join its team as:** **\-CLAIMS ATTENDANCE COORDINATION CAZ\-** Your Skills and Experience: * Education: Completed Bachelor’s degree in Psychology, Pedagogy, Communication, Administration, or related field. * Experience: 3–5 years of experience in telephone customer service / insurance sector; leadership experience preferred. * Minimum 2–3 years coordinating or supervising telephone customer service teams or call centers. * Customer service techniques, conflict resolution, and metrics management. * Basic data analysis and report generation. * Call Center KPIs and metrics Responsibilities: * Provide technical direction and guidance for resolving client issues. * Supervise business processes and resources to identify improvement opportunities. * Achieve best-practice standards by reviewing achievement of customer service objectives and adhering to protocols. * Ensure compliance with all legal, regulatory, and internal control requirements. * Protect Zurich’s reputation by maintaining confidentiality of claims-related information. * Daily supervision of the telephone customer service team, ensuring achievement of targets and key performance indicators (response time, service quality, productivity, and satisfaction). * Monitor staff performance through call reviews, metrics, and operational reports. * Deliver effective feedback, coaching, and support to foster team development and enhance performance. * Identify process-related improvement opportunities and propose and implement continuous improvements. * Manage staff scheduling (shifts, breaks, incidents, absences) to ensure operational coverage. * Ensure adherence to protocols, internal policies, and organizational service standards. * Prepare team performance, progress, and results reports for Management. * Handle special cases or escalated situations, ensuring timely resolution. * Collaborate with other departments to improve customer experience, internal processes, and information flow. We Offer: * Attractive compensation package. * Benefits exceeding statutory requirements. * Work location: Toreo. Zurich recognizes the diverse dimensions that define individuals—including gender identity and/or expression, age, race, physical ability, sexual orientation, experience, perspective, and culture—and does not tolerate any form of discrimination. **Why Choose Zurich** At Zurich, we value original thinking and challenge the status quo. We adopt an optimistic approach, focusing on positive aspects and constantly asking, “What can go right?” We are an equal opportunity employer who values each employee as unique—making our team the best!