Supervisor – Capability Center Operations

This is a fully remote position, open to applicants in Argentina.

📋 Description

• Oversee, inspire, and assist a team of call center representatives to meet KPIs related to quality, productivity, attendance, compliance, and customer satisfaction.

• Conduct frequent coaching sessions, side-by-sides, quality assessments, and performance meetings.

• Consistently and professionally reinforce expectations, acknowledge high achievers, and address performance issues swiftly.

• Cultivate a unified team culture based on customer-centric behavior, accountability, and ongoing learning.

• Monitor real-time workloads, call queues, and SLA performance; collaborate with Workforce Management to align staffing with demand.

• Act as the initial escalation point for frontline issues, resolve customer complaints, and eliminate obstacles to service.

• Ensure daily compliance with policies, procedures, compliance standards, and contractual obligations.

• Identify operational gaps and collaborate with the Manager to implement corrective measures.

• Analyze dashboards, QA insights, and performance reports to spot trends and opportunities for improvement.

• Convert data into actionable strategies that enhance customer experience, quality, and efficiency.

• Document QA, training, and escalation observations and collaborate with Training, QA, Product, and Claims teams to address root causes.

• Facilitate the implementation of new processes, tools, and initiatives.

• Communicate updates regarding processes, policy changes, and new initiatives.

• Work alongside QA and Training to reinforce best practices and skill enhancement.

• Partner with various departments to resolve complex issues and streamline workflows.

• Keep accurate and timely records of team performance, issues, and follow-up actions.

• Assist in the recruitment, interviewing, and selection of new team members.

• Support onboarding for new hires, reinforce training, oversee nesting activities, and ensure system readiness.

• Foster a positive, supportive, and inclusive workplace environment.

• Operate standard office equipment including a computer and phone; regularly sit at a desk and occasionally stand, walk, lift, carry, or move up to 10 pounds.

⛳️ Requirements

• High School Diploma or GED.

• A minimum of 4+ years of experience in a related field (customer service, contact center, or claims).

• At least 2+ years of supervisory or leadership experience in a comparable setting.

• Basic understanding of call center operations, customer experience principles, and performance metrics.

• Ability to coach, inspire, and lead a team in a fast-paced, dynamic environment.

• Strong organizational, time-management, and prioritization capabilities.

• Proficient in analyzing performance data to identify actionable insights.

• Must communicate effectively in English.

• Ability to maintain composure, empathy, and professionalism during escalations or changes.

• Capability to learn multiple systems and navigate them simultaneously.

• Must be able to talk and hear.

• Required to use hands to manipulate objects, tools, or controls.

• Preferred: 4+ years of experience in a contact center leadership role.

• Preferred: Experience in Connected Living, Home Solutions, Home Warranty, Global Housing, or similar operations.

• Preferred: Intermediate proficiency in Microsoft Office, Workforce Planning tools, and CRM/call center tools.

• Preferred: Proven expertise in coaching, de-escalation, problem-solving, and conflict resolution.

• Preferred: Ability to adapt quickly to changing priorities, new processes, and business shifts.

🏝️ Benefits

• Medical insurance.

• Dental insurance.

• Short-term disability (STD).

• Long-term disability (LTD).

• Life insurance.

• 401(k).

• Generous paid time off.

• Opportunities for professional and career development.

• Benefits for both full-time and part-time employees.

• Video-based virtual interviews.

• Reasonable accommodations for individuals with disabilities.