Supervisor, Executive Response Team

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

📋 Description

• Supervise and efficiently lead the Executive Escalation team.

• Recruit new team members and perform performance evaluations.

• Provide mentoring and coaching to team members.

• Execute project management, report analysis, and offer consulting for call center supervisors.

• Develop new reports and enhance existing ones utilizing BI tools.

• Maintain and advocate for an improved framework for handling escalations, including monitoring, tracking, and reporting.

• Establish program standards and guidelines, enforce Assurant policies, and ensure customer satisfaction.

• Collaborate with external and internal clients/customers to guarantee policy and process accuracy.

• Deliver client updates and engage in implementation meetings alongside management.

• Ensure precise tracking, reporting, and communication of departmental productivity metrics.

• Recognize trends and efficiencies, recommending continuous improvements to cross-functional teams.

• Lead the assessment and monitoring of contact center performance while identifying opportunities for enhancement.

• Act as a liaison between the team and key program stakeholders.

• Set and communicate individual team performance metrics and objectives.

• Design, create, and deliver training programs.

• Promote Assurant's culture and endorse company initiatives.

• Foster individual and business growth through consistent coaching and development.

• Create and revise SMART Performance Plans for team members.

• Ensure employees comprehend role expectations and responsibilities.

• Identify developmental needs and provide coaching or mentorship to employees.

• Manage employee engagement initiatives.

• Communicate strategies and focal areas, involving employees in idea generation and decision-making processes.

• Monitor departmental standards and suggest modifications as necessary.

• Ensure that processes are up-to-date and well-documented.

• Confirm that systems utilized by the team are effective and gather necessary information.

⛳️ Requirements

• Bachelor’s degree or equivalent experience is preferred.

• A minimum of 5 years of professional experience in customer service, escalations, and/or investigative research.

• Familiarity with call center operations and vendor knowledge is a plus.

• Proficient in Excel, PowerPoint, Power BI, and SharePoint.

• Preferred knowledge of principles and processes for delivering customer services.

• Capability to work under tight deadlines, demonstrating creative thinking and strong problem-solving skills.

• Ability to handle multiple projects simultaneously and make decisions based on incomplete or nonexistent information.

• Skill in identifying growth opportunities.

• Proficient in building relationships with clients and internal associates.

• Capability to process time-sensitive data from various sources, make decisions, and communicate actions effectively.

• Strong project management skills related to implementation are a plus.

• Comprehensive understanding of client contracts, operations, and the company's products and services.

• Excellent verbal and written communication skills.

• Ability to collaborate with individuals at all organizational levels.

• Capable of working independently, prioritizing workload, multitasking, and following up in a fast-paced, deadline-driven environment.

• Independent decision-making and critical thinking abilities.

• Ability to act as an advisor and partner with operational teams.

• Employment is contingent upon the successful completion of a required identity verification process, which may include biometric technology where permitted by law.

🏝️ Benefits

• Opportunities for salary growth within the position.

• Access to U.S. benefits information via myassurantbenefits.com.

• Conducting virtual interviews through video conferencing.

• Commitment to Equal Employment Opportunity.