## Supervisor Capability Center
- EvergreenApply: Buenos Aires (Alem): Posted Yesterday: R-116207## Overview of PositionThe Supervisor, Global Operations & Customer Service is a people leader responsible for driving the day-to-day operational performance of customer service, claims, and insurance-related workstreams within Assurant's Global Capability Center and Connected Living operations. This role ensures the consistent achievement of quality, productivity, customer experience, compliance, and service level objectives while fostering a high-performance culture focused on accountability, continuous improvement, and employee development.
The Supervisor serves as a key escalation point for customer and operational issues, leads frontline teams through change, and partners closely with global stakeholders to deliver scalable, compliant, and customer-centric solutions that support Assurant's strategic business objectives.## What makes us different?
* Competitive compensation and comprehensive benefits package.
* Career growth opportunities within a global organization.
* Collaborative and inclusive culture focused on continuous learning.
* Exposure to integral operations and cross-functional leadership.
* Opportunity to directly influence customer experience and operational excellence.## What will be my duties and responsibilities in this job?
* Lead, coach, and develop a team of customer service, claims, or insurance operations professionals to achieve quality, productivity, compliance, attendance, and customer satisfaction goals.
* Conduct regular coaching sessions, performance reviews, quality evaluations, and development conversations to drive employee success.
* Monitor operational performance, service levels, workloads, and key performance indicators, implementing corrective actions when necessary.




* Serve as the primary escalation point for customer and operational issues, ensuring timely resolution and identifying root causes and improvement opportunities.
* Analyze performance metrics, dashboards, and operational reports to develop action plans focused on increasing efficiency, quality, and customer experience.
* Partner with Workforce Management, Quality Assurance, Training, Operations Management, and other business stakeholders to ensure operational excellence.
* Communicate business updates, process changes, policy modifications, and performance expectations clearly and effectively.
* Lead and support change management initiatives, process enhancements, and the implementation of new tools and operational strategies.
* Ensure compliance with corporate policies, operational procedures, regulatory requirements, and client service commitments.
* Support hiring, onboarding, talent development, employee engagement, and workforce planning activities.
* Maintain effective controls to reduce operational risk and protect both clients and Assurant from potential losses.
* Build a positive, inclusive, and high-performing team culture focused on accountability, collaboration, and customer-first behaviors.## What are the requirements needed for this position?
* *Bilingual level of English* High School Diploma or GED required; Bachelor's degree preferred.
* Minimum 4 years of experience in customer service, contact center, 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 service level agreements (SLAs).
* Demonstrated ability to coach, motivate, and develop high-performing teams in a fast-paced operational environment.
* Excellent verbal and written communication skills in English.
* Strong analytical and problem-solving capabilities with experience translating data into actionable business improvements.
* Ability to manage multiple priorities simultaneously while meeting deadlines and compliance requirements.
* Experience handling escalations, conflict resolution, and performance management conversations.
* Proficiency with Microsoft Office applications and operational management systems.## What other skills/experience would be helpful to have?
* Experience within Connected Living, Home Solutions, Home Warranty, Insurance Operations, Global Housing, Mortgage Servicing, Retail Banking, or similar industries.
* Experience working in a Global Capability Center (GCC) or shared services environment.
* Knowledge of workforce management tools, CRM platforms, and call center technologies.
* Strong change management and continuous improvement experience.
* Bilingual communication skills.
* Experience partnering with global stakeholders and cross-functional teams.
* Strong decision-making skills with the ability to act effectively under pressure.
* Knowledge of quality assurance frameworks and process improvement methodologies.
* Proven ability to identify operational trends and implement sustainable solutions.
* Experience supporting re

📌 Supervisor Capability Center (Buenos Aires)
🏢 Assurant
📍 Buenos Aires