Supervisor, Capability Center Operations

Assurant; Tandil; On-site; ARS 92,724,000 - 139,086,000; Full time

Benefits offered by this job

Medical, dental, STD, LTD, life保险

401(k)

Generous paid time off

Job summary

Assurant is seeking a Call Center Supervisor to lead our customer care and claims operations within Connected Living. You will coach and develop agents, monitor performance, and ensure service quality and compliance while driving continuous improvement.

In this role you will manage frontline escalations, analyze performance data, and partner across departments to deliver an exceptional customer experience. A strong leader with English communication skills is essential.

Qualifications

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

Responsibilities

• 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.
• 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.
• 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 to address root causes.
• Support rollout of new processes, tools, and initiatives.
• 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.
• 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.

Skills

Call center operations

Coaching leadership

Time management

Data analysis

Education

High School Diploma or GED

Tools

Microsoft Office

Workforce planning tools

CRM/call center tools

Job description

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.

Responsibilities

Primary Job Accountabilities/

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

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 accommodations may be made to enable individuals with disabilities to perform the essential functions.

We offer a competitive salary and comprehensive benefits to full time and part time employees including medical, dental, STD, LTD, life insurance, 401(k), generous paid time off and much more.

We strive to maintain a professional, yet friendly environment and promote professional and career development for our employees.

Assurant is an Equal Employment Opportunity employer. All aspects of consideration for employment and employment with the Company are governed on the basis of merit, competence and qualifications without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, or any other category protected by federal, state, or local law.

If no application deadline is provided, this role may be a pipeline requisition, and we'll continue to collect applications on an ongoing basis, or there is no requirement for this information in the location where the role is posted.

Any posted pay range considers a wide range of compensation factors, including candidate background, experience, and work location, while also allowing for salary growth within the position.

Helping People Thrive in a Connected World

Connect with us. Bring us your best work and your brightest ideas. And we’ll bring you a place where you can thrive. Learn more at jobs.assurant.com.

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.

Equal Opportunity Statement

Assurant is an Equal Employment Opportunity employer and does not use or consider race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by federal, state, or local law in employment decisions.