Shift scheduling for insurance companies and brokers

Telesales shifts that follow the customer

Customers answer calls before work and after work, so a single 10 am to 7 pm shift wastes the evening. Two staggered shifts, 9 am to 6 pm and 11 am to 8 pm, keep the floor calling for eleven hours with the full team present in the middle of the day. Renewal callers can follow the same pattern. Keep calling inside the hours your conduct policy allows, and give each shift its own break so the floor never empties at lunch.

A 24x7 claims desk, worked out

Say the cashless desk needs two processors on each of three eight-hour shifts, every day. That is 2 x 3 x 7 = 42 shifts a week. If each processor works six shifts a week, 42 / 6 = 7 people cover the roster with no slack at all. Leave, training and sick days need slack, so plan for eight or nine. A rotation template that moves each person through morning, evening and night weeks, staggered so weekly offs do not collide, keeps the load even across the team.

Night shifts and women on the claims desk

Women may work night shifts with their consent and with the safety conditions set by the government, so check the conditions that apply in your state before rostering. Collect written consent before anyone goes on nights and keep it in the employee's documents. Night shifts that run from 10 pm to 6 am are filed to the day the shift started, so attendance and overtime stay correct across midnight. The night shift rules for women set out the position under the OSH Code.

Bank-aligned shifts and swaps

Bancassurance staff follow the partner branch, often 10 am to 5 pm on weekdays with the bank's Saturday pattern. Give them their own shift instead of forcing the office shift on them. Across all groups, allow shift swaps between colleagues, with the colleague accepting and then the manager and HR approving, so a night processor can attend a family wedding without leaving the desk short. The roster changes only when the last approval is given.

How to set it up in ZeniaHR

1. In Shifts & Roster, create telesales shifts from 9 to 6 and 11 to 8, claims shifts for morning, evening and night, and a bank-aligned shift for bancassurance staff.
2. Mark the claims night shift with the night shift flag, so punches after midnight are filed to the day the shift started.
3. Build a rotation template for the claims desk that moves each person through morning, evening and night, staggered per person.
4. Publish the roster a quarter at a time with bulk assignment of up to 92 days, then scan the day grid for any shift with fewer than two processors.
5. Keep written night shift consent from women employees in their documents before rostering them on nights.
6. Switch on Shift Swaps so processors can trade shifts or weekly offs; a swap takes effect only after the colleague, the manager and HR have each agreed.

Read more about shifts and rosters in ZeniaHR.

Roles this applies to

Frequently asked questions