Supv, Capability Center Operations Customer Care at Assurant

Buenos Aires, , Argentina -

Full Time

Start Date

Immediate

Expiry Date

30 Jul, 26

Salary

0.0

Posted On

01 May, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Team Leadership, Customer Service, Performance Management, Conflict Resolution, Operational Planning, Staff Development, Data Reporting, Process Improvement, Financial Risk Management, Recruitment, Coaching, KPI Monitoring, Negotiation, Workflow Management

Industry

Insurance

Description

Plans, organizes, leads, controls and coordinates the day-to-day activities of non-exempt associates involved in providing services in the area of hazard outsourcing. Customer Care: These Units are responsible for inbound customer calls and outbound calls as needed to resolve customer issues/complaints, correspondence, tasks, web workflow and client escalated referrals. Participates in the development of short/long term goals and plans for work group Solicits guidance from manager on best course of action for issues identified in work group Insures that controls exist to monitor existing performance for all department assignments, and managing financial risk to the clients and Assurant by effectively managing controls to prevent losses and poor customer support. Communicates appropriately departmental performance Insures appropriate/available tools, supplies and facilities exist for all associates in department, that are necessary to perform core functions and responsibilities Consistently enforces all corporate/operational/departmental policies and values Provide coaching and direction to all associates within department that promote continued improvement in performance. Enforce all key performance indicators that measure productivity and quality standards associated with department functions and tasks. Investigate and appropriately resolve all complaints associated with performance of individual(s), department and/or operational tasks. Identify root cause, implement controls to prevent/minimize future occurrences. Promote team development and cohesive participation to achieve department/operational objectives within assigned areas. Maintains individual and group reports/data that explain departmental and individual performance including (but not limited to) attendance, work hours, productivity and support staffing models. Able to negotiate through differences in a productive manner that resolve issues impacting areas in and outside of assigned department/work group. Resolve personnel issues in an appropriate manner and supporting HR policies. Recruit best possible candidates with skills and experience needed to support departmental functions. Leverage high performing associates to support critical roles within work group. Align staff resources and skills to support functions in department. Provide appropriate incentives and rewards that promote excellence and achievement. Solicit feedback from appropriate resources for continued improvement in self development/learning. Participate in client meetings/updates and provide all necessary information within the time line agreed upon. Able to maintain service levels for specific functions within span of control. Continually challenge staff to improve/increase skills and operational knowledge. Insures that controls exist to monitor changes in processes designed to address issues and highlight progress. Promote team development and cohesive participation to achieve. department/operational objectives that are within work groups. Solicits and/or offers assistance to work groups outside of span of control with out jeopardizing service levels to assigned department. We work with the world’s top brands to make smart devices simpler. Vehicles last longer. Homes more secure. Problems easier to solve. And we volunteer in communities all over the globe to help the world become a greener, better place. We come from a variety of countries, cultures, and backgrounds. But we’re united by our enduring values of common sense, common decency, uncommon thinking, and uncommon results. So connect with us. Bring us your best work and your brightest ideas. And we’ll bring you a place where you can thrive.

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Responsibilities

The supervisor will lead and coordinate daily operations for customer care units, ensuring performance standards and financial risk controls are met. They are responsible for coaching staff, managing departmental reports, and resolving escalated customer issues.