Supervisor, Capability Center Operations Overview of Position The Renters Solutions Customer Care organization is looking for a people-focused leader to support and develop a team of Customer Care Representatives. In this role, you will oversee daily operations, coach employees, manage escalated customer situations, and help ensure productivity, quality, and service standards are consistently achieved. You will also identify performance trends and opportunities to reduce repeat escalations while creating an engaging, accountable, and customer-focused team environment. This is an opportunity to strengthen your leadership capabilities, expand your operational knowledge, and make a direct impact on both the employee and customer experience. What will be my duties and responsibilities in this job? Lead, coach, develop, and engage Customer Care Representatives to meet productivity, quality, and customer service expectations. Manage day-to-day operations and adjust staffing and leadership priorities based on workflow volumes and business needs. Communicate performance expectations, conduct regular evaluations, and provide ongoing coaching and actionable feedback. Handle complex and escalated customer situations professionally and serve as a subject-matter resource for the team. Review productivity and performance reports to identify trends, risks, and opportunities to improve results and reduce repeat escalations. Support hiring, onboarding, training, testing, and ongoing employee skill development. Collaborate with internal teams, leaders, clients, and other stakeholders on operational priorities, staffing needs, process improvements, and special projects. What are the requirements needed for this position? High school diploma or GED. A minimum of 2 years of professional experience in a team-oriented work environment. A minimum of 2 years of supervisory or team-lead experience, including employee coaching and development. Ability to work various schedules between 8:00 AM and 8:00 PM Eastern Time, Monday through Friday. Ability to provide occasional Saturday support, approximately once per quarter, based on business needs. What other skills/experience would be helpful to have? Leadership experience in a call center, contact center, or customer service environment. Proficiency with Microsoft Word and Excel. Strong verbal and written communication skills. Ability to work effectively both independently and collaboratively. Strong organizational and time-management skills, with the ability to perform effectively under pressure. Professional judgment and composure when managing escalated customer situations. Attention to detail and a commitment to quality and continuous improvement. Ability to adapt to changing workloads, processes, and business priorities. A leadership style that balances empathy, accountability, employee engagement, and business results. What are the working conditions and physical requirements of this job? General office demands. Lead by example Build trust and engagement within their teams Balance empathy with accountability Take pride in developing others Deliver consistent customer and operational results If you are passionate about people leadership, customer experience, and continuous learning, this role offers an opportunity to make a meaningful impact while growing your career. 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. 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. This site provides access to current job openings across Assurant for individuals impacted by a recent severance event. It is intended to support your continued career journey by offering visibility into roles that may align with your experience and interests. All positions listed are open to qualified candidates and follow Assurant’s standard application process. We encourage you to explore available opportunities and apply to roles that match your career goals.

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