Executive Escalation Team Lead - Growth & Coaching

American Bankers Insurance Company of Florida; United States; Remote; USD 65,000 - 108,000; Full time

Job summary

Assurant is seeking a Supervisor to lead the Executive Escalation team, overseeing hiring, performance reviews and coaching while driving continual process improvements in escalation handling. The role reports to site leadership and partners with call center management to align objectives and deliver exceptional service.

The ideal candidate has 5+ years in customer service and escalations, with strong Excel/Power BI skills and a proven ability to manage multiple projects under tight deadlines.

Qualifications

• Bachelor’s degree or equivalent experience preferred.
• 5+ years of professional experience in customer service, escalations and/or investigative research.
• Call center and vendor knowledge a plus.
• Working knowledge of Excel, PowerPoint, Power BI, and SharePoint.
• Ability to work under tight deadlines requiring creative thinking and high problem-solving skills.

Responsibilities

• Oversee the Executive Escalation team through supervisory and HR objectives.
• Hire, perform performance reviews and mentor/coaching.
• Create new reports or enhance existing reports using BI tools.
• Maintain and promote an improved framework for escalation handling, monitoring, tracking and reporting.
• Lead a team to assess performance and identify improvement opportunities.

Skills

Leadership

Project management

Analytical thinking

Customer service

Education

Bachelor's degree or equivalent experience

Tools

Excel

PowerPoint

Power BI

SharePoint

Job description

Assurant is seeking a Supervisor to lead the Executive Escalation team, overseeing hiring, performance reviews and coaching while driving continual process improvements in escalation handling. The role reports to site leadership and partners with call center management to align objectives and deliver exceptional service.

The ideal candidate has 5+ years in customer service and escalations, with strong Excel/Power BI skills and a proven ability to manage multiple projects under tight deadlines.