Supv, Capability Center Operations

assurant; Capitán Sarmiento; Presencial; ARS 600.000 - 1.000.000; Jornada completa

Descripción de la vacante

Assurant is seeking a Supervisor, Capability Center Operations to lead a Customer Care team focused on delivering high-quality service. You will coach staff, oversee daily operations, and drive productivity while maintaining strong customer outcomes.

In this role, you will identify trends, manage escalations, collaborate with stakeholders, and support hiring, onboarding, and development programs to strengthen the team's capabilities and ensure consistent service excellence.

Formación

• High school diploma or GED.
• Minimum of 2 years of professional experience in a team-oriented environment.
• At least 2 years of supervisory or team-lead experience with coaching and development.
• Ability to work between 8:00 AM and 8:00 PM ET, Monday through Friday.
• Occasional Saturday support, approximately once per quarter.

Responsabilidades

• Lead, coach, develop, and engage Customer Care Representatives to meet productivity, quality, and customer service expectations.
• Manage day-to-day operations and adjust staffing and leadership priorities based on workflow volumes and business needs.
• Communicate performance expectations, conduct regular evaluations, and provide ongoing coaching and actionable feedback.
• Handle complex and escalated customer situations professionally and serve as a subject-matter resource for the team.
• Review productivity and performance reports to identify trends, risks, and opportunities to improve results and reduce repeat escalations.
• Support hiring, onboarding, training, testing, and ongoing employee skill development.

Conocimientos

Leadership

Coaching

Call center experience

Communication

Team collaboration

Time management

Educación

High school diploma or GED

Herramientas

Microsoft Word

Microsoft Excel

Descripción del empleo

Supervisor, Capability Center Operations

Overview of PositionThe Renters Solutions Customer Care organization is looking for a people-focused leader to support and develop a team of Customer Care Representatives. In this role, you will oversee daily operations, coach employees, manage escalated customer situations, and help ensure productivity, quality, and service standards are consistently achieved.

You will also identify performance trends and opportunities to reduce repeat escalations while creating an engaging, accountable, and customer-focused team environment. This is an opportunity to strengthen your leadership capabilities, expand your operational knowledge, and make a direct impact on both the employee and customer experience.

What will be my duties and responsibilities in this job?

• Lead, coach, develop, and engage Customer Care Representatives to meet productivity, quality, and customer service expectations.
• Manage day-to-day operations and adjust staffing and leadership priorities based on workflow volumes and business needs.
• Communicate performance expectations, conduct regular evaluations, and provide ongoing coaching and actionable feedback.
• Handle complex and escalated customer situations professionally and serve as a subject-matter resource for the team.
• Review productivity and performance reports to identify trends, risks, and opportunities to improve results and reduce repeat escalations.
• Support hiring, onboarding, training, testing, and ongoing employee skill development.
• Collaborate with internal teams, leaders, clients, and other stakeholders on operational priorities, staffing needs, process improvements, and special projects.

What are the requirements needed for this position?

• High school diploma or GED.
• A minimum of 2 years of professional experience in a team-oriented work environment.
• A minimum of 2 years of supervisory or team-lead experience, including employee coaching and development.
• Ability to work various schedules between 8:00 AM and 8:00 PM Eastern Time, Monday through Friday.
• Ability to provide occasional Saturday support, approximately once per quarter, based on business needs.

What other skills/experience would be helpful to have?

• Leadership experience in a call center, contact center, or customer service environment.
• Proficiency with Microsoft Word and Excel.
• Strong verbal and written communication skills.
• Ability to work effectively both independently and collaboratively.
• Strong organizational and time-management skills, with the ability to perform effectively under pressure.
• Professional judgment and composure when managing escalated customer situations.
• Attention to detail and a commitment to quality and continuous improvement.
• Ability to adapt to changing workloads, processes, and business priorities.
• A leadership style that balances empathy, accountability, employee engagement, and business results.

What are the working conditions and physical requirements of this job?

• General office demands.
• Lead by example
• Build trust and engagement within their teams
• Balance empathy with accountability
• Take pride in developing others
• Deliver consistent customer and operational results

If you are passionate about people leadership, customer experience, and continuous learning, this role offers an opportunity to make a meaningful impact while growing your career.

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 conducte