Supervisor, Capability Center Operations

American Bankers Insurance Company of Florida; Capitán Sarmiento; Presencial; ARS 600.000 - 900.000; Jornada completa

Descripción de la vacante

American Bankers Insurance Company of Florida seeks a Call Center Supervisor to lead our Connected Living customer care and claims operations. You will coach agents, monitor performance, and drive process improvements while ensuring compliant, high‑quality service.

You will act as the main escalation point for customer issues and help translate data into action plans to reduce customer effort. The role emphasizes ownership of outcomes, urgency, and a customer‑first mindset, with responsibilities

Formación

• Coaching, developing agents, and driving performance.
• Experience leading call center teams to meet KPIs and SLAs.
• Strong understanding of customer experience principles and metrics.

Responsabilidades

• Lead and motivate a call center team to achieve quality and productivity KPIs.
• Coach, conduct side-by-sides, and performance conversations.
• Monitor workloads, queues, and SLA performance with Workforce Management.

Conocimientos

Coaching

Leadership

Quality metrics

Performance analytics

English communication

Time management

CRM tools

Customer service

Educación

High School Diploma or GED

Herramientas

CRM tools

Microsoft Office

Descripción del empleo

Job Purpose

The Call Center Supervisor plays a critical role in the day‑to‑day leadership of our customer care and claims operations within Connected Living. This role supports the team by ensuring the delivery of outstanding service, strong quality, and efficient, compliant operations. The leader should demonstrate ownership of outcomes, lead with urgency, and consistently apply a customer‑first lens to every decision. The Supervisor is responsible for coaching and developing agents, monitoring performance, driving continuous improvement, and ensuring frontline employees have the tools, knowledge, and support needed for a high‑performing team culture. As a primary point of contact for customer escalations, the Call Center Supervisor additionally has a responsibility for the identification of trends leading to customer effort, and to elevate trends and advocate for customers to improve the overall program.

Primary Job Accountabilities/ Responsibilities

Team Leadership and Performance Management

• 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.

Operational Execution and Issue Resolution

• 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.

Analytics, Insights, and Continuous Improvement

• 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 (Training, QA, Product, Claims) to address root causes.
• Support rollout of new processes, tools, and initiatives.

Communication, Coordination, and Cross-Functional Partnership

• 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.

Hiring, Onboarding, and Employee Support

• 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.

Basic Qualifications Required - Experience, Skills, and Knowledge

Education

• High School Diploma or GED.

Experience

• Minimum 4+ years of experience in a related field (customer service, contact center, or claims).
• Minimum 2+ years of supervisory or leadership experience in a similar environment.

Knowledge & Skills

• 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.

Other Requirements

• Must be able to communicate effectively in English (bilingual skills are a plus).
• Able to maintain composure, empathy, and professionalism during escalations or changes.
• Ability to learn multiple systems and navigate them simultaneously.

Preferred Experience, Skills, and Knowledge

• 4+ years of experience in a contact center leadership role.
• Experience in Connected Living, Home Solutions, Home Warranty, Global Housing or similar operations.
• Intermediate proficiency in Microsoft Office, Workforce Planning tools, and CRM/call center tools.
• Demonstrated expertise in coaching, de‑escalation, problem‑solving, and conflict resolution.
• Ability to adapt quickly to shifting priorities, new processes, and business changes.

Environment/Physical Demands :

This position requires incumbents to regularly sit at a desk and operate standard office equipment such as a computer and phone. Employee is occasionally required to stand and walk, lift, carry and/or move up to 10 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus. Must be able to talk and hear. Required to use hands to finger, handle, or feel objects, tools or controls. Reasonable acco