THE OPPORTUNITY:

Are you seeking a career that will excite, challenge, and inspire you? If so, a Resource Analyst position within our Retail team might be the perfect fit for you!
Our team is tasked with managing resources within our SME Centre to ensure we are optimally positioned to meet real-time customer demand. With over 150 members in this expanding segment of our Retail Business, this role is fast-paced role that will keep you on your toes.
Among other responsibilities, you will analyse our Retail performance data to identify improvement opportunities, provide insights to support our leadership teams in delivering excellent customer service, strategically allocate resources to meet customer demand, and use various tools and techniques to deliver objective feedback to the business. This will help effectively communicate results and trends crucial for our business growth. You will be part of a diverse team operating in a high-paced environment, responding in real-time.
We seek an individual eager to grow their business knowledge, influence customer experiences, and develop their skills in systems, processes, and data management.
Many of our employees work flexibly in a variety of different ways, including part-time, flexible hours, job share, an element of working from home or compressed hours. This is because we want the best people for our roles, and we recognise that sometimes those people aren’t available full-time. Please talk to us at interview about the flexibility you may need.

YOUR SKILLS AND EXPERIENCE:

• Strong analytical and problem-solving skills.
• Excellent verbal and written communication abilities.
• Organisational and prioritisation skills.
• Keen attention to detail.
• Collaborative mindset with stakeholders.
• Ability to maintain momentum and deliver under pressure.
• Adaptability in a fast-paced, fluid environment.
• Hardworking and enthusiastic with a strong sense of ownership.
• Willingness to learn and embrace new ideas.

WHO WE ARE:

At Zurich we aspire to be one of the most responsible and impactful businesses in the world and the best global insurer. Together we’re creating a brighter future for our customers, our people, and our planet.
With over 55,000 employees in more than 170 countries, you’ll feel the support of being part of a strong and stable company who are a long-standing player in the insurance industry. We’ve made a promise to each other and every employee; to focus on sustainable impact, to care about each other’s wellbeing, to use our diverse expertise to be curious and optimistic and to develop the skills needed for our future.
If you’re interested in working in a dynamic and challenging environment for a company that recognises and rewards your creativity, initiatives, and contributions - then Zurich could be just the place for you. Be part of something great.

KEY RESPONSIBILITIES:

• Real-Time Monitoring:
• Oversee call volumes, service levels, and underwriter performance.
• Manage call queues for prompt customer assistance.
• Resource Management:
• Allocate resources strategically to meet demand and adjust shifts.
• Ensure optimal staffing for effective customer interactions.
• Performance Analysis:
• Analyze performance metrics and trends for improvement opportunities.
• Provide detailed feedback and reports on service levels.
• Incident Management:
• Respond to unforeseen events or call volume surges.
• Implement contingency plans for service disruptions.
• Communication:
• Liaise between frontline staff and management.
• Communicate updates, schedule changes, and essential information.
• Technology Utilization:
• Use workforce management tools to predict call volumes and schedule staff.
• Optimize technology for efficiency and high service levels.
• Compliance and Reporting:
• Adhere to company policies, procedures, and regulatory requirements.
• Generate reports on key performance indicators (KPIs) and service levels.
• Holiday Management:
• Handle holiday requests for over 100 Full-Time Equivalents (FTEs).
• Maintain balanced holiday schedules and ensure sufficient staffing.
• Communicate holiday decisions promptly and update management systems.