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. 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?

Operational Effectiveness

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.

Build Organizational Talent

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.

Process Management

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. 5+ years of professional experience in customer service, escalations and/or investigative research. Call center and vendor knowledge. Principles and processes for providing customer services. 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. 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.

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Pay Range

$63,400.00 - $105,800.00

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.

Helping People Thrive in a Connected World
Connect with us. Bring us your best work and your brightest ideas. And we’ll bring you a place where you can thrive. Learn more at jobs.assurant.com.

For U.S. benefit information, visit myassurantbenefits.com. For benefit information outside the U.S., please speak with your recruiter.

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 13 countries and awarded the Fortune America’s Most Innovative Companies recognition in 2023, 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.

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.

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