Supervisor, Global Operations & Customer Service

About the role

The Supervisor, Global Operations & Customer Service is a people leader responsible for the day-to-day operational performance of customer service, claims and insurance workstreams within Assurant's Global Capability Center and Connected Living operations. The role drives quality, productivity, customer experience, compliance and service level objectives, acts as a key escalation point for customer and operational issues, and partners with global stakeholders.

Key responsibilities

• Lead, coach and develop a team of customer service, claims or insurance operations professionals toward quality, productivity, compliance, attendance and customer satisfaction goals.
• Run regular coaching sessions, performance reviews, quality evaluations and development conversations.
• Monitor operational performance, service levels, workloads and KPIs, and implement corrective actions when needed.
• Serve as the main escalation point for customer and operational issues, resolving them promptly and identifying root causes and improvements.
• Analyse performance metrics, dashboards and reports to build action plans for efficiency, quality and customer experience.
• Partner with Workforce Management, Quality Assurance, Training, Operations Management and other stakeholders.
• Communicate business updates, process and policy changes and performance expectations clearly.
• Support change management, process enhancements and the rollout of new tools and strategies.
• Ensure compliance with corporate policies, procedures, regulatory requirements and client commitments.
• Support hiring, onboarding, talent development, employee engagement and workforce planning.
• Maintain controls to reduce operational risk and support recruiting and talent development initiatives.

Required profile

• Bilingual English; high school diploma or GED required, bachelor's degree preferred.
• Minimum 4 years of experience in customer service, contact centers, claims processing, insurance operations, mortgage servicing, banking operations or a related field.
• Minimum 2 years of supervisory or people leadership experience.
• Strong experience managing operational KPIs, productivity metrics, quality standards and SLAs.
• Ability to coach, motivate and develop teams in a fast-paced environment, and to handle escalations, conflict resolution and performance management conversations.

Required skills

• Proficiency with Microsoft Office and operational management systems.
• Knowledge of workforce management tools, CRM platforms and call center technologies (helpful).
• Knowledge of quality assurance frameworks, process improvement methodologies and change management (helpful).

Working conditions

• General office environment, with prolonged sitting and frequent use of a computer, telephone and office equipment.
• Occasional standing, walking and lifting up to 10 pounds; reasonable accommodations available.
• Minimal travel, mainly for meetings, training or events.