Call Center Leader: Elevate CX & Coaching

Assurant; Tandil; On-site; ARS 92,724,000 - 139,086,000; Full time

Benefits offered by this job

Medical, dental, STD, LTD, life保险

401(k)

Generous paid time off

Job summary

Assurant is seeking a Call Center Supervisor to lead our customer care and claims operations within Connected Living. You will coach and develop agents, monitor performance, and ensure service quality and compliance while driving continuous improvement.

In this role you will manage frontline escalations, analyze performance data, and partner across departments to deliver an exceptional customer experience. A strong leader with English communication skills is essential.

Qualifications

• High School Diploma or GED.
• 4+ years of experience in a related field (customer service, contact center, or claims).
• 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.

Responsibilities

• 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, recognizing high performers and addressing 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 quickly and implement corrective actions in partnership 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 observations from QA, training, and escalations; engage appropriate partners to address root causes.
• Support rollout of new processes, tools, and initiatives.
• Communicate process updates, policy changes, and new initiatives promptly and clearly.
• Partner with QA and Training to reinforce best practices and skill development.
• Collaborate with other 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.

Skills

Call center operations

Coaching leadership

Time management

Data analysis

Education

High School Diploma or GED

Tools

Microsoft Office

Workforce planning tools

CRM/call center tools

Job description

Assurant is seeking a Call Center Supervisor to lead our customer care and claims operations within Connected Living. You will coach and develop agents, monitor performance, and ensure service quality and compliance while driving continuous improvement.

In this role you will manage frontline escalations, analyze performance data, and partner across departments to deliver an exceptional customer experience. A strong leader with English communication skills is essential.