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 ofthe all-departments 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 teams success.

What are the requirements needed for this position?

• Bachelors 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.

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