Supervisor – Capability Center Operations

🔥 0 minutes ago

🇦🇷 Argentina – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

⚙️ Operations

👻 Ghost score 10%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Assurant

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1892

💼 Consulting

📦 Logistics

💸 Finance

💰 Post-IPO Debt on 2023-02

Consulting • Logistics • Finance

Assurant is a global company specializing in providing consumer-centric support and protection services. With a presence in over 21 countries across regions like North America, Europe, Latin America, and Asia-Pacific, Assurant helps over 300 million consumers through services like technology protection, claims resolution, and financial services. The company emphasizes innovation, remote work opportunities, and global collaboration, with teams skilled in technology, claims, customer service, and finance. Assurant offers a competitive benefits package and is committed to equal employment opportunities and work-life balance.

📋 Description

• Supervise, motivate, and support a team of call center representatives to achieve KPIs across quality, productivity, attendance, compliance, and customer satisfaction • Conduct regular coaching sessions, side-by-sides, quality reviews, and performance touchpoints • Reinforce expectations consistently and professionally, recognize high performers, and address performance concerns promptly • Foster a cohesive team culture grounded in customer-first behavior, accountability, and continuous learning • Monitor real-time workloads, call queues, and SLA performance; partner with Workforce Management to align staffing to demand • Serve as the first escalation point for frontline issues, resolve customer concerns, and remove barriers to service • Ensure daily adherence to policies, procedures, compliance standards, and contractual requirements • Identify operational gaps and implement corrective actions with the Manager • Review dashboards, QA insights, and performance reports to identify trends and improvement opportunities • Translate data into action plans that improve customer experience, quality, and efficiency • Document QA, training, and escalation observations and engage Training, QA, Product, and Claims partners to address root causes • Support rollout of new processes, tools, and initiatives • Communicate process updates, policy changes, and new initiatives • Partner with QA and Training to reinforce best practices and skill development • Collaborate with departments to resolve complex issues and streamline workflows • Maintain accurate and timely documentation of team performance, issues, and follow-up actions • Assist in recruiting, interviewing, and selecting new team members • Support new hire onboarding, training reinforcement, nesting activities, and system readiness • Promote a positive, supportive, and inclusive work environment • Operate standard office equipment including a computer and phone; regularly sit at a desk and occasionally stand, walk, lift, carry, or move up to 10 pounds

🎯 Requirements

• High School Diploma or GED • Minimum 4+ years of experience in a related field (customer service, contact center, or claims) • Minimum 2+ years of supervisory or leadership experience in a similar environment • Foundational understanding of call center operations, customer experience principles, and performance metrics • Ability to coach, motivate, and lead a team in a fast-paced, dynamic environment • Strong organizational, time-management, and prioritization skills • Ability to analyze performance data and identify actionable insights • Must be able to communicate effectively in English • Able to maintain composure, empathy, and professionalism during escalations or changes • Ability to learn multiple systems and navigate them simultaneously • Must be able to talk and hear • Required to use hands to finger, handle, or feel objects, tools or controls • Preferred: 4+ years of experience in a contact center leadership role • Preferred: Experience in Connected Living, Home Solutions, Home Warranty, Global Housing or similar operations • Preferred: Intermediate proficiency in Microsoft Office, Workforce Planning tools, and CRM/call center tools • Preferred: Demonstrated expertise in coaching, de-escalation, problem-solving, and conflict resolution • Preferred: Ability to adapt quickly to shifting priorities, new processes, and business changes

🏖️ Benefits

• Medical insurance • Dental insurance • Short-term disability (STD) • Long-term disability (LTD) • Life insurance • 401(k) • Generous paid time off • Professional and career development opportunities • Full-time and part-time employee benefits • Video-based virtual interviews • Reasonable accommodations for individuals with disabilities

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