Manage a team of Technical Assistance Center Analysts who support the employees of the Crop business line
Contribute to Technical Assistance Management team to define the support strategies of the broader Technical Assistance Team
Manage the performance on team members, including individual performance metrics and contribution to team goals
Coach team members
Ensure timeliness and productivity results of contact center team meets or exceeds service delivery standards
Ensure contact center quality and customer satisfaction results meets or exceeds quality standards
Manage daily schedules to assure coverage of phone, chat, and email queues
Identify and communicate current support trends, communicate solutions
Partner with Crop business leaders to identify support needs and deliver solutions
Managing escalated support issues
Coordinating 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 Crop Insurance Industry
Detailed understanding of Knowledge bases and Help Desk tools including ServiceNow, Access Central, and Genesys telephony systems
Experience with Microsoft Office including CoPilot
Strong technical skills including iPhone and desktop
Management experience in a support environment
Experience with process improvement initiatives and change management

Technical Assistance Center Manager

Key skills