Supervisor, Executive Response Team

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

Pay Range: $64,900.00 - $108,200.00 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.

If there is no posting end date listed then this is a pipeline requisition, and we will continue to collect applications on an ongoing basis.

• Job Description This job is responsible for oversight and effective management of the Executive Escalation team through supervisory and human resource objectives such as but not limited to hiring, performing performance reviews and mentoring/coaching.
• Additionally, the supervisor my perform tasks such as project management, report analyst and consultant to call center supervisors.
• In addition, this position may create new reports or enhance existing reports using various BI tools.
• The functions include maintaining and promoting an improved framework for escalation handling, monitoring, tracking and reporting.
• What will be my duties and responsibilities in this job?
• Demonstrate leadership and interpersonal skills to build trust and credibility.
• Develop standards & guidelines for the program, enforcing Assurant policies and ensuring consumer satisfaction throughout the process.
• 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.
• Serve as a liaison between the team and other key stakeholders on the program (site mgmt. & AE).
• Establish and communicate individual team performance metrics and goals.
• Design, develops, and delivers training to meet department needs.
• Other duties as assigned by Leadership.
• Models and promotes Assurant culture and supports company initiatives.
• Drive individual and business growth and performance through regular coaching and development of team members.
• Create SMART Performance Plans for staff by due dates; modify goals throughout the year to meet shifting priorities.
• Ensure each employee clearly understands their role expectations and job responsibilities.
• Identify the developmental needs of others and coach, mentor, or otherwise help others to improve their knowledge or skills.
• Manage employee engagement to ensure satisfactory engagement scores.
• Communicate effectively and align employees to our strategy and focus areas.
• Appropriately involve employees in idea generation and decision making.
• Ensure departmental standards are monitored.
• Make recommendations for modifications as needed.
• Ensure all processes are up to date and documented.
• Responsible for ensuring the systems that are used are the most efficient and gather the needed information for the team’s success.

• What are the requirements needed for this position?
• 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.
• Principles and processes for providing customer services preferred.
• Ability to work under tight deadlines requiring creative thinking and high problem-solving skills.
• Ability to work on multiple projects simultaneously, making decisions based on incomplete or non-existing information.
• Ability to identify growth opportunities.
• Build relationships with clients and internal associates.
• Ability to process time sensitive data and information from multiple sources, make decisions and communicate actions.
• Strong implementation project management skills a plus.
• Strong understanding of client contracts, operations, company products & services.
• Strong communication skills, both verbal and written.
• Team player, able to work with people at all levels.
• Able to work independently, prioritize workload, multitask and follow-up as necessary in a fast-paced, deadline-oriented environment.
• Independent decision making and critical thinking.
• A strong ability to act as an advisor for and a partner with operational teams.

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.