Supervisor, Executive Response Team

🔥 13 hours ago

🇺🇸 United States – Remote

💵 $64.9k - $108.2k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Executive

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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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

• Oversee and effectively manage the Executive Escalation team • Hire employees and conduct performance reviews • Mentor and coach team members • Perform project management, report analysis, and consulting for call center supervisors • Create new reports and enhance existing reports using BI tools • Maintain and promote an improved framework for escalation handling, monitoring, tracking, and reporting • Develop program standards and guidelines, enforce Assurant policies, and ensure consumer satisfaction • Consult with external and internal clients/customers to ensure policy and process accuracy • Provide client updates and participate in implementation meetings in collaboration with management • Ensure accurate tracking, reporting, and communication of department productivity metrics • Identify trends and efficiencies and recommend continual improvements to cross-functional teams • Lead assessment and monitoring of contact center performance and identify improvement opportunities • Serve as liaison between the team and key program stakeholders • Establish and communicate individual team performance metrics and goals • Design, develop, and deliver training • Promote Assurant culture and support company initiatives • Drive individual and business growth through regular coaching and development • Create and update SMART Performance Plans for staff • Ensure employees understand role expectations and responsibilities • Identify developmental needs and coach or mentor employees • Manage employee engagement • Communicate strategy and focus areas and involve employees in idea generation and decision-making • Monitor departmental standards and recommend modifications • Ensure processes are current and documented • Ensure systems used by the team are efficient and gather required information

🎯 Requirements

• Bachelor’s degree or equivalent experience preferred • 5+ years of professional experience in customer service, escalations and/or investigative research • Call center and vendor knowledge a plus • Working knowledge of Excel, PowerPoint, Power BI, and SharePoint • Knowledge of principles and processes for providing customer services preferred • Ability to work under tight deadlines requiring creative thinking and high problem-solving skills • Ability to work on multiple projects simultaneously and make decisions based on incomplete or non-existing information • Ability to identify growth opportunities • Ability to build relationships with clients and internal associates • Ability to process time-sensitive data and information from multiple sources, make decisions, and communicate actions • Strong implementation project management skills a plus • Strong understanding of client contracts, operations, and company products and services • Strong verbal and written communication skills • Ability to work with people at all levels • Ability to work independently, prioritize workload, multitask, and follow up in a fast-paced, deadline-oriented environment • Independent decision-making and critical thinking • Ability to act as an advisor for and partner with operational teams • Employment contingent upon completion of a required identity verification process, which may include biometric technology where permitted by law

🏖️ Benefits

• Salary growth within the position • U.S. benefits information available through myassurantbenefits.com • Virtual interviews conducted on video • Equal Employment Opportunity