Customer Care Operations Lead | KPI & Process Optimizer

Assurant; Tandil; On-site; ARS 900,000 - 1,300,000; Full time

Job summary

Assurant is seeking a Customer Care Operations Supervisor in Argentina to lead a bilingual English team and coordinate with US-based clients. You will coach staff, monitor quality, and drive improvements across SLAs and productivity.

Responsibilities include presenting operational reports, managing escalations, and fostering a culture of service excellence. Advanced English is required, and strong Excel/reporting skills are expected.

Qualifications

• 2+ years of experience leading Customer Service or contact center operations.
• Experience managing KPIs, SLAs, quality, and productivity.
• Advanced or bilingual English (C1/C2) is mandatory.
• Experience in insurance, mortgage servicing, or financial services preferred.

Responsibilities

• Lead, coach, and develop a customer care team.
• Monitor KPIs related to quality, productivity, attendance, and SLAs.
• Manage performance, escalations, and operational issues.
• Identify root causes and implement improvement plans.
• Participate in meetings with U.S.-based clients and stakeholders.
• Prepare and present operational reports.

Skills

Team Leadership

KPI Management

Analytical Skills

Excel

Advanced English

Job description

Assurant is seeking a Customer Care Operations Supervisor in Argentina to lead a bilingual English team and coordinate with US-based clients. You will coach staff, monitor quality, and drive improvements across SLAs and productivity.

Responsibilities include presenting operational reports, managing escalations, and fostering a culture of service excellence. Advanced English is required, and strong Excel/reporting skills are expected.