Supervisor Capability Center - Evergreen

Assurant Services Argentina, S.A.; Capitán Sarmiento; On-site; ARS 1,200,000 - 2,000,000; Full time

Benefits offered by this job

Competitive compensation and benefits

Career growth opportunities

Collaborative and inclusive culture

Exposure to global operations

Job summary

Assurant Services Argentina, S.A. seeks a Supervisor, Global Operations & Customer Service to lead frontline teams in customer service, claims, and insurance operations. The role emphasizes accountability, quality, and scalable processes while collaborating with global stakeholders to drive excellence.

You will coach and develop staff, manage performance and compliance, and partner with Workforce Management and QA to sustain high performance and customer satisfaction across multiple channels.

Qualifications

• Bilingual English required; Bachelor's degree preferred.
• 4+ years in customer service or operations roles.
• 2+ years in supervisory or leadership positions.

Responsibilities

• Lead and develop teams to achieve quality, productivity, and customer satisfaction goals.
• Coach performance reviews, quality evaluations, and development conversations.
• Monitor KPIs, service levels, workloads; implement corrective actions.
• Serve as primary escalation point for issues; define root causes and improvements.
• Analyze metrics and dashboards to drive efficiency and customer experience.
• Collaborate with Workforce Management, QA, Training, and stakeholders.

Skills

People leadership

English proficiency

Analytical thinking

KPIs and SLAs

Coaching & development

Change management

Cross-functional collaboration

Education

Bachelor's degree preferred

Tools

Microsoft Office

Operational management systems

CRM platforms / workforce tools

Job description

Overview of Position

The 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.

Duties and Responsibilities

• 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.

Requirements

• 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.

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.

Working conditions and physical requirements

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.

Culture

What’s the culture like at Assurant? Our unique culture is a big reason why talented people choose Assurant. Named a Best/Great Place to Work in 14 countries and awarded the Fortune America’s Most Innovative Companies recognition, we bring together top talent around the world. Although we have a wide variety of skills and experiences, we share common characteristics that are uniquely Assurant. A passion for service. An ability to innovate in practical ways. And a willingness to take chances. We call our culture The Assurant Way.

Company Overview

Assurant is a leading global business services company that supports, protects, and connects major consumer purchases. A Fortune 500 company with a presence in 21 countries, Assurant supports the advancement of the connected world by partnering with the world’s leading brands to develop innovative solutions and deliver an enhanced customer experience through mobile device solutions, extended service contracts, vehicle protection services, renters insurance, lender-placed insurance products, and other specialty products.

AI and Biometric Usage

Assurant supports the responsible use of Artificial Intelligence (AI), but we want to know the real you. Visit our AI Usage Guidelines page to understand what we expect from applicants regarding their use of AI during the application process. Since we would like to know the real you, we require that all of our virtual interviews be conducted on video. Employment is contingent upon completion of a required identity verification process, which may include biometric technology, where permitted by applicable law and subject to applicable notice and consent requirements. See our Privacy Notice to learn about Assurant’s privacy practices, including our use of AI-enabled technology, automated decision making, and biometric information.