Supervisor, Capability Center Operations
Overview of Position
The Renters Solutions Customer Care organization is looking for a people-focused leader to support and develop a team of Customer Care Representatives. In this role, you will oversee daily operations, coach employees, manage escalated customer situations, and help ensure productivity, quality, and service standards are consistently achieved.
You will also identify performance trends and opportunities to reduce repeat escalations while creating an engaging, accountable, and customer-focused team environment. This is an opportunity to strengthen your leadership capabilities, expand your operational knowledge, and make a direct impact on both the employee and customer experience.
What will be my duties and responsibilities in this job?
- Lead, coach, develop, and engage Customer Care Representatives to meet productivity, quality, and customer service expectations.
- Manage day-to-day operations and adjust staffing and leadership priorities based on workflow volumes and business needs.
- Communicate performance expectations, conduct regular evaluations, and provide ongoing coaching and actionable feedback.
- Handle complex and escalated customer situations professionally and serve as a subject-matter resource for the team.
- Review productivity and performance reports to identify trends, risks, and opportunities to improve results and reduce repeat escalations.
- Support hiring, onboarding, training, testing, and ongoing employee skill development.
- Collaborate with internal teams, leaders, clients, and other stakeholders on operational priorities, staffing needs, process improvements, and special projects.
What are the requirements needed for this position?
- High school diploma or GED.
- A minimum of 2 years of professional experience in a team-oriented work environment.
- A minimum of 2 years of supervisory or team-lead experience, including employee coaching and development.
- Ability to work various schedules between 8:00 AM and 8:00 PM Eastern Time, Monday through Friday.
- Ability to provide occasional Saturday support, approximately once per quarter, based on business needs.
What other skills/experience would be helpful to have?
- Leadership experience in a call center, contact center, or customer service environment.
- Proficiency with Microsoft Word and Excel.
- Strong verbal and written communication skills.
- Ability to work effectively both independently and collaboratively.
- Strong organizational and time-management skills, with the ability to perform effectively under pressure.
- Professional judgment and composure when managing escalated customer situations.
- Attention to detail and a commitment to quality and continuous improvement.
- Ability to adapt to changing workloads, processes, and business priorities.
- A leadership style that balances empathy, accountability, employee engagement, and business results.
What are the working conditions and physical requirements of this job?
General office demands.
- Lead by example
- Build trust and engagement within their teams
- Balance empathy with accountability
- Take pride in developing others
- Deliver consistent customer and operational results
If you are passionate about people leadership, customer experience, and continuous learning, this role offers an opportunity to make a meaningful impact while growing your career.
If no application deadline is provided, this role may be a pipeline requisition, and we'll continue to collect applications on an ongoing basis, or there is no requirement for this information in the location where the role is posted.
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.
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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.
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