Senior Escalations Leader — Analytics & Coaching

Assurant, Inc.; Northern (KY); Hybrid; USD 65,000 - 108,000; Full time

Job summary

Assurant is seeking an Executive Escalation team supervisor to lead a growing unit, hire and evaluate staff, and mentor teammates. The role may also include project management, reporting and advisory duties to call center managers.

The position requires a Bachelor’s degree or equivalent, 5+ years in customer service/escalations, and strong Excel/Power BI skills. A pathway to improve processes and policies is emphasized, with coaching to drive performance.

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

• Oversee and manage the Executive Escalation team through HR objectives such as hiring and performance reviews.
• Mentor and coach staff; perform project management and reporting tasks as needed.
• Develop or enhance BI reports and collaborate with call center leadership.
• Promote an improved escalation framework, tracking and reporting.
• Lead cross-functional efforts to improve production and customer outcomes.

Skills

Customer service

Escalations

Investigative research

Project management

Communication

Education

Bachelor’s degree or equivalent experience

Tools

Excel

PowerPoint

Power BI

SharePoint

Job description

Assurant is seeking an Executive Escalation team supervisor to lead a growing unit, hire and evaluate staff, and mentor teammates. The role may also include project management, reporting and advisory duties to call center managers.

The position requires a Bachelor’s degree or equivalent, 5+ years in customer service/escalations, and strong Excel/Power BI skills. A pathway to improve processes and policies is emphasized, with coaching to drive performance.