Customer Care Operations Lead

assurant; Capitán Sarmiento; Presencial; ARS 600.000 - 1.000.000; Jornada completa

Descripción de la vacante

Assurant is seeking a Supervisor, Capability Center Operations to lead a Customer Care team focused on delivering high-quality service. You will coach staff, oversee daily operations, and drive productivity while maintaining strong customer outcomes.

In this role, you will identify trends, manage escalations, collaborate with stakeholders, and support hiring, onboarding, and development programs to strengthen the team's capabilities and ensure consistent service excellence.

Formación

• High school diploma or GED.
• Minimum of 2 years of professional experience in a team-oriented environment.
• At least 2 years of supervisory or team-lead experience with coaching and development.
• Ability to work between 8:00 AM and 8:00 PM ET, Monday through Friday.
• Occasional Saturday support, approximately once per quarter.

Responsabilidades

• 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.

Conocimientos

Leadership

Coaching

Call center experience

Communication

Team collaboration

Time management

Educación

High school diploma or GED

Herramientas

Microsoft Word

Microsoft Excel

Descripción del empleo

Assurant is seeking a Supervisor, Capability Center Operations to lead a Customer Care team focused on delivering high-quality service. You will coach staff, oversee daily operations, and drive productivity while maintaining strong customer outcomes.

In this role, you will identify trends, manage escalations, collaborate with stakeholders, and support hiring, onboarding, and development programs to strengthen the team's capabilities and ensure consistent service excellence.