Title 

Manager, Call Center Operations

Overview of Position 

This position plans, organizes, leads, and coordinates the day-to-day activities involved in providing services to support client business in the contact center environment for Global Housing Operations for Manufactured Housing, Classic Cars, Condo, Homeowners and Insurance Tracking lines of business.

As a Property Operations Manager, you will be responsible for the coaching, compliance, development, and growth of your team.

Required Work Schedule: Monday through Friday from 11:00 am to 8:00 pm EST. Saturdays as needed. Our call center is open from 8 AM to 8 PM ET on weekdays. This is a remote/work from home position.

What will be my duties and responsibilities in this job? 

• Collaborates with the management team to develop operational plans for the attainment of agent goals.

• Works with management to formulate policies to ensure efficient service.

• Develops and administers procedures necessary to implement department guidelines.

• Assists with recruiting, hiring, and onboarding efforts of licensed and/or non-licensed agents.

• Provides ongoing coaching and direction to agents and cultivates a culture of teamwork.

• Research and respond to customer escalations, take appropriate action, and ensure follow-up communications occur.

• Build and maintain effective internal and external working relationships.

• Handle other duties and projects as necessary based on business needs.

• Expand skills and knowledge on an ongoing basis and attend workshops, corporate courses, and other training sessions as appropriate. 

• Develops, implements, and tracks key performance indicators and goals to measure the efficacy of the department.

• Coaches, counsels, and discharges, or when necessary, makes authoritative recommendations to terminate, direct reports based on department and/or company standards. 

• Develops function-specific orientation and growth plans for Lead Agents.

• Ensures agents are compliant with regulatory agency guidelines and standards.

• Provides support, conducts user acceptance testing, and assists with the implementation Contact Center team/Business initiatives.

• Partners with trainers to aid in the development of function-specific orientation and training programs for area of responsibility. 

• Aides in the development and maintenance of an effective organization for area(s) of responsibility, including a) efficient workflow patterns; b) established performance standards; c) effective delineation of duties and responsibilities; d) suitable staffing levels; e) appropriate supervision; and f) systems for timely communication of pertinent information.

• Facilitates and participates in meetings and conference calls with the business to support the client. Provides input on the performance of the call center and to highlight opportunities to implement any necessary procedure changes.

• Remains abreast of developments in the call center, training, and workforce management disciplines by proactively and continuously seeking opportunities for self-development, interacting with peers, reviewing pertinent literature, and so forth.  Incorporates advancements when practicable and cost effective.

• Prepares and presents records, special reports, and analyses for areas of responsibility.  Reviews and interprets reports to determine the extent to which goals are being attained. 

• Directly manages licensed and/or non-licensed associates including a Lead Associate, in addition to providing overall support and direction collaboratively to the entire team of Agents, to ensure the delivery of efficient and effective support and services.

• Responsible for reviewing and confirming agent performance for incentive plan payment eligibility.

What are the requirements needed for this position? 

• High School Degree

• 5 years Managerial/Supervisory experience and 2 years Call Center related experience. 

• Speak and Write in English, Solid computer, grammar, and multi-tasking skills.

• Level of knowledge ordinarily acquired through the completion of a bachelor’s degree in business or equivalent work experience.

• Understanding of Human Resource policies and procedures, Call Center policies and procedures, Productivity Motivation and Training Techniques; excellent written and verbal communication skills, Good analytical, interpersonal/people skills.

What other skills/experience would be helpful to have? 

• Bachelor’s degree

• 7 years Managerial and/or Insurance/Call Center managerial related experience. 

• Proficient in working with softphones, automated call distributors and IVRs, work force management applications, digitized recording systems, call guides/scripts, shared drive collaboration, MS Excel, Power Point and Word processor functions and insurance and formal presentations and training.

What are the working conditions and physical requirements of this job?  

General office demands  
 

Pay Range:

$62,000.00 - $103,400.00

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.

Expected application deadline is

11/01/2024

If date is blank then this is a pipeline requisition, and we will continue to collect applications on an ongoing basis.

Helping People Thrive in a Connected World
Connect with us. Bring us your best work and your brightest ideas. And we’ll bring you a place where you can thrive. Learn more at jobs.assurant.com.

For U.S. benefit information, visit myassurantbenefits.com. For benefit information outside the U.S., please speak with your recruiter.

What’s the culture like at Assurant?
Our unique culture is a big reason why talented people choose Assurant. Named a Best/Great Place to Work in 13 countries and awarded the Fortune America’s Most Innovative Companies recognition in 2023, we bring together top talent around the world. Although we have a wide variety of skills and experiences, we share common characteristics that are uniquely Assurant. A passion for service. An ability to innovate in practical ways. And a willingness to take chances. We call our culture The Assurant Way.

Company Overview
Assurant is a leading global business services company that supports, protects, and connects major consumer purchases. A Fortune 500 company with a presence in 21 countries, Assurant supports the advancement of the connected world by partnering with the world’s leading brands to develop innovative solutions and deliver an enhanced customer experience through mobile device solutions, extended service contracts, vehicle protection services, renters insurance, lender-placed insurance products, and other specialty products.

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.