Supervisor, Executive Response Team

Job Description This job is responsible for oversight and effective management of the Executive Escalation team through supervisory and human resource objectives such as but not limited to hiring, performing performance reviews and mentoring/coaching. Additionally, the supervisor my perform tasks such as project management, report analyst and consultant to call center supervisors. In addition, this position may create new reports or enhance existing reports using various BI tools. The functions include maintaining and promoting an improved framework for escalation handling, monitoring, tracking and reporting. What will be my duties and responsibilities in this job? Demonstrate leadership and interpersonal skills to build trust and credibility. Develop standards & guidelines for the program, enforcing Assurant policies and ensuring consumer satisfaction throughout the process. Consults with external and internal clients/customers to ensure accuracy of policies and processes. In collaboration manager, provide client updates and participate in implementation meetings. Ensure the tracking, reporting and communicating of the all-department’s productivity metrics are accurate. Identify trends and efficiencies, recommend continual improvements to cross-functional teams to increase the success of the business. Lead a team to assess and monitor performance of the contact center and identify improvement opportunities and recommendations. Serve as a liaison between the team and other key stakeholders on the program (site mgmt. & AE). Establish and communicate individual team performance metrics and goals. Design, develops, and delivers training to meet department needs. Other duties as assigned by Leadership. Models and promotes Assurant culture and supports company initiatives. Drive individual and business growth and performance through regular coaching and development of team members. Create SMART Performance Plans for staff by due dates; modify goals throughout the year to meet shifting priorities. Ensure each employee clearly understands their role expectations and job responsibilities. Identify the developmental needs of others and coach, mentor, or otherwise help others to improve their knowledge or skills. Manage employee engagement to ensure satisfactory engagement scores. Communicate effectively and align employees to our strategy and focus areas. Appropriately involve employees in idea generation and decision making. Ensure departmental standards are monitored. Make recommendations for modifications as needed. Ensure all processes are up to date and documented. Responsible for ensuring the systems that are used are the most efficient and gather the needed information for the team’s success. What are the requirements needed for this position? Bachelor’s degree or equivalent experience preferred. 5+ years of professional experience in customer service, escalations and/or investigative research. Call center and vendor knowledge a plus. Working knowledge of Excel, PowerPoint, Power BI, and SharePoint. Principles and processes for providing customer services preferred. Ability to work under tight deadlines requiring creative thinking and high problem-solving skills. Ability to work on multiple projects simultaneously, making decisions based on incomplete or non-existing information. Ability to identify growth opportunities. Build relationships with clients and internal associates. Ability to process time sensitive data and information from multiple sources, make decisions and communicate actions. Strong implementation project management skills a plus. Strong understanding of client contracts, operations, company products & services. Strong communication skills, both verbal and written. Team player, able to work with people at all levels. Able to work independently, prioritize workload, multitask and follow-up as necessary in a fast-paced, deadline-oriented environment. Independent decision making and critical thinking. A strong ability to act as an advisor for and a partner with operational teams. #LI-Remote ENT1059 - Supv, Executive Resolutions Job Grade 10 Pay Range: $64,900.00 - $108,200.00 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. If there is no posting end date then this is a pipeline requisition, and we will continue to collect applications on an ongoing basis. 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. Job Scam Alert Please be aware that during Assurant's application process, we will never ask for personal information such as your Social Security number, bank account details, or passwords. Learn more about what to look out for and how to report a scam here . For information regarding the collection, use, and protection of your personal information, please review our Privacy Notice available at Assurant Careers Privacy Notice .