Supervisor Capability Center

Assurant, Inc.; Buenos Aires; Hybrid; ARS 1,200,000 - 1,800,000; Full time

Job summary

Assurant, Inc. in Buenos Aires seeks a Supervisor, Global Operations & Customer Service to lead frontline teams in customer service, claims and insurance operations within the Global Capability Center.

You will coach, monitor KPIs, manage escalations, and drive process improvements with cross-functional partners to deliver compliant, high-quality customer experiences.

Strong English communication, 4+ years in service roles and 2+ years in supervision are required.

Qualifications

• High School Diploma or GED; Bachelor's degree preferred.
• 4+ years in customer service or related field.
• 2+ years in supervisory role.
• Excellent English communication skills.

Responsibilities

• Lead, coach, and develop a team to meet quality, productivity, compliance, attendance, and customer satisfaction goals.
• Coach performance reviews, quality evaluations, and development conversations.
• Monitor performance, service levels, workloads, and KPIs; implement corrective actions.
• Escalation point for customer and operational issues; ensure timely resolution.
• Analyze metrics and develop action plans to improve efficiency, quality, and customer experience.
• Collaborate with stakeholders to ensure operational excellence and compliance.

Skills

Bilingual English

Coaching & development

KPIs & SLAs

Communication

Education

High School Diploma or GED

Tools

MS Office

Operational management systems

Workforce Management tools

Job description

## Supervisor Capability Center - EvergreenApply: Buenos Aires (Alem): Posted Yesterday: R-116207## Overview of PositionThe **Supervisor, Global Operations & Customer Service** is a people leader responsible for driving the day-to-day operational performance of customer service, claims, and insurance-related workstreams within Assurant's Global Capability Center and Connected Living operations. This role ensures the consistent achievement of quality, productivity, customer experience, compliance, and service level objectives while fostering a high-performance culture focused on accountability, continuous improvement, and employee development.The Supervisor serves as a key escalation point for customer and operational issues, leads frontline teams through change, and partners closely with global stakeholders to deliver scalable, compliant, and customer-centric solutions that support Assurant's strategic business objectives.## What makes us different?* Competitive compensation and comprehensive benefits package.* Career growth opportunities within a global organization.* Collaborative and inclusive culture focused on continuous learning.* Exposure to global operations and cross-functional leadership.* Opportunity to directly influence customer experience and operational excellence.## What will be my duties and responsibilities in this job?* Lead, coach, and develop a team of customer service, claims, or insurance operations professionals to achieve quality, productivity, compliance, attendance, and customer satisfaction goals.* Conduct regular coaching sessions, performance reviews, quality evaluations, and development conversations to drive employee success.* Monitor operational performance, service levels, workloads, and key performance indicators, implementing corrective actions when necessary.* Serve as the primary escalation point for customer and operational issues, ensuring timely resolution and identifying root causes and improvement opportunities.* Analyze performance metrics, dashboards, and operational reports to develop action plans focused on increasing efficiency, quality, and customer experience.* Partner with Workforce Management, Quality Assurance, Training, Operations Management, and other business stakeholders to ensure operational excellence.* Communicate business updates, process changes, policy modifications, and performance expectations clearly and effectively.* Lead and support change management initiatives, process enhancements, and the implementation of new tools and operational strategies.* Ensure compliance with corporate policies, operational procedures, regulatory requirements, and client service commitments.* Support hiring, onboarding, talent development, employee engagement, and workforce planning activities.* Maintain effective controls to reduce operational risk and protect both clients and Assurant from potential losses.* Build a positive, inclusive, and high-performing team culture focused on accountability, collaboration, and customer-first behaviors.## What are the requirements needed for this position?* ***Bilingual level of English*** High School Diploma or GED required; Bachelor's degree preferred.* Minimum 4 years of experience in customer service, contact center, claims processing, insurance operations, mortgage servicing, banking operations, or a related field.* Minimum 2 years of supervisory or people leadership experience.* Strong experience managing operational KPIs, productivity metrics, quality standards, and service level agreements (SLAs).* Demonstrated ability to coach, motivate, and develop high-performing teams in a fast-paced operational environment.* Excellent verbal and written communication skills in English.* Strong analytical and problem-solving capabilities with experience translating data into actionable business improvements.* Ability to manage multiple priorities simultaneously while meeting deadlines and compliance requirements.* Experience handling escalations, conflict resolution, and performance management conversations.* Proficiency with Microsoft Office applications and operational management systems.## What other skills/experience would be helpful to have?* Experience within Connected Living, Home Solutions, Home Warranty, Insurance Operations, Global Housing, Mortgage Servicing, Retail Banking, or similar industries.* Experience working in a Global Capability Center (GCC) or shared services environment.* Knowledge of workforce management tools, CRM platforms, and call center technologies.* Strong change management and continuous improvement experience.* Bilingual communication skills.* Experience partnering with global stakeholders and cross-functional teams.* Strong decision-making skills with the ability to act effectively under pressure.* Knowledge of quality assurance frameworks and process improvement methodologies.* Proven ability to identify operational trends and implement sustainable solutions.* Experience supporting recruiting, onboarding, and talent development initiatives.## What are the working conditions and physical requirements of this job?General office environment. This position requires prolonged periods of sitting and frequent use of a computer, telephone, and standard office equipment. Employees may occasionally be required to stand, walk, and lift or move items weighing up to 10 pounds. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.## How much should I expect to travel?Minimal travel required. Occasional travel may be needed for business meetings, training sessions, or organizational events.