Supervisor, Capability Center Operations

About the role

The Supervisor, Capability Center Operations leads a team of non‑exempt associates who support hazard outsourcing operations. You will ensure high‑quality customer service, manage daily workflows, and drive continuous improvement in a hybrid work environment.

Key responsibilities

• Oversee inbound and outbound customer interactions, including calls, correspondence, and escalations.
• Ensure timely resolution of issues while maintaining service level agreements.
• Coach, mentor, and develop associates to improve performance and engagement.
• Monitor productivity and quality KPIs, analyze trends, and implement corrective actions.
• Support short‑ and long‑term planning, risk controls, and process enhancements.
• Assist with recruitment, performance management, and employee relations in line with HR policies.
• Communicate performance results and collaborate with internal teams and clients.

Required profile

• Advanced English proficiency.
• Minimum of 1 year experience as a supervisor or team leader in a customer‑care or call‑center environment.
• Ability to work Monday‑Friday, 12 pm‑9 pm, in a hybrid model.

Required skills

What we offer

• Hybrid work arrangement.
• Opportunities for professional development within a global Fortune 500 company.
• Competitive compensation package.