Sobre este puesto de Supv, Capability Center Operations en Assurant
Supervisor, Capability Center Operations
Overview of Position
The Renters Solutions Customer Care organization is looking for a people-focused leader to support and develop a team of Customer Care Representatives. In this role, you will oversee daily operations, coach employees, manage escalated customer situations, and help ensure productivity, quality, and service standards are consistently achieved.
You will also identify performance trends and opportunities to reduce repeat escalations while creating an engaging, accountable, and customer-focused team environment. This is an opportunity to strengthen your leadership capabilities, expand your operational knowledge, and make a direct impact on both the employee and customer experience.
What will be my duties and responsibilities in this job?
- Lead, coach, develop, and engage Customer Care Representatives to meet productivity, quality, and customer service expectations.
- Manage day-to-day operations and adjust staffing and leadership priorities based on workflow volumes and business needs.
- Communicate performance expectations, conduct regular evaluations, and provide ongoing coaching and actionable feedback.
- Handle complex and escalated customer situations professionally and serve as a subject-matter resource for the team.
- Review productivity and performance reports to identify trends, risks, and opportunities to improve results and reduce repeat escalations.
- Support hiring, onboarding, training, testing, and ongoing employee skill development.
- Collaborate with internal teams, leaders, clients, and other stakeholders on operational priorities, staffing needs, process improvements, and special projects.
What are the requirements needed for this position?
- High school diploma or GED.
- A minimum of 2 years of professional experience in a team-oriented work environment.
- A minimum of 2 years of supervisory or team-lead experience, including employee coaching and development.
- Ability to work various schedules between 8:00 AM and 8:00 PM Eastern Time, Monday through Friday.
- Ability to provide occasional Saturday support, approximately once per quarter, based on business needs.
What other skills/experience would be helpful to have?
- Leadership experience in a call center, contact center, or customer service environment.
- Proficiency with Microsoft Word and Excel.
- Strong verbal and written communication skills.
- Ability to work effectively both independently and collaboratively.
- Strong organizational and time-management skills, with the ability to perform effectively under pressure.
- Professional judgment and composure when managing escalated customer situations.
- Attention to detail and a commitment to quality and continuous improvement.
- Ability to adapt to changing workloads, processes, and business priorities.
- A leadership style that balances empathy, accountability, employee engagement, and business results.
What are the working conditions and physical requirements of this job?
General office demands.
- Lead by example
- Build trust and engagement within their teams
- Balance empathy with accountability
- Take pride in developing others
- Deliver consistent customer and operational results
If you are passionate about people leadership, customer experience, and continuous learning, this role offers an opportunity to make a meaningful impact while growing your career.
