Executive Escalation Team Lead & Performance Coach

Assurant; United States; On-site; USD 65,000 - 108,000; Full time

Job summary

Assurant is seeking a Senior Executive Escalation Supervisor to oversee the Executive Escalation team in the United States and mentor staff. The role involves hiring, performance reviews, coaching, and partnering with call center leadership to optimize service delivery.

You will develop reports and dashboards using BI tools, monitor productivity metrics, and drive continuous improvements within the program. Strong leadership and communication are essential.

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.
• Strong communication skills, both verbal and written.

Responsibilities

• Demonstrate leadership and interpersonal skills to build trust and credibility.
• Develop standards & guidelines for the program, enforcing Assurant policies and ensuring consumer satisfaction.
• Consults with external and internal clients/customers to ensure accuracy of policies and processes.
• In collaboration manager, provide client updates and participate in implementation meetings.
• Ensure the tracking, reporting and communicating of the all-department’s productivity metrics are accurate.
• Identify trends and efficiencies, recommend continual improvements to cross-functional teams to increase the success of the business.
• Lead a team to assess and monitor performance of the contact center and identify improvement opportunities and recommendations.

Skills

Leadership

Customer service

Escalations

Mentoring

Project management

Analytical thinking

Communication

Education

Bachelor’s degree or equivalent experience

Tools

Excel

PowerPoint

Power BI

SharePoint

Job description

Assurant is seeking a Senior Executive Escalation Supervisor to oversee the Executive Escalation team in the United States and mentor staff. The role involves hiring, performance reviews, coaching, and partnering with call center leadership to optimize service delivery.

You will develop reports and dashboards using BI tools, monitor productivity metrics, and drive continuous improvements within the program. Strong leadership and communication are essential.