Claims Call Centre Manager - Waterloo

Job Overview

Zurich Canada is looking for a Claims Call Center Manager to lead and oversee the daily operations of our Care Center, ensuring a proactive approach to claims handling and team development. You will oversee daily claims intake, customer service performance, and team leadership to deliver efficient, compliant, and high‑quality claims handling.

Hybrid work model: three days per week of in‑person presence, including office or market‑facing engagements.

Responsibilities

• Lead and manage day‑to‑day operations of the claims call centre, including staffing, scheduling, and workflow management
• Monitor and drive performance against KPIs such as service levels, average handle time, and quality assurance scores
• Coach, mentor, and develop team members to maximize performance and engagement
• Oversee claims intake processes—including First Notice of Loss (FNOL) and escalation hand...