Contact Center Manager

Assurant is seeking a Manager for our Contact Center. Do you enjoy motivating, developing, and leading others? Do you want a position where you can make a difference every day in the lives of our clients and have the opportunity to learn and grow in your career? Do you like variety and have the ability to multi-task and manage change? Our Contact Center Manager position is responsible for planning, organizing, leading, controlling and coordinating the day-to-day activities of a team of contact center associates involved in providing services in the area of Hazard Outsourcing.

Title

Contact Center Manager

Overview of Position

The Contact Center Manager at Assurant plans, organizes, leads, controls, and coordinates the day-to-day activities of associates involved in providing services in hazard outsourcing.

Successful candidates for the Contact Center Manager position will have demonstrated management competence and have an understanding of the mortgage banking and insurance industry processes. The Contact Center Manager will manage a multi-function team servicing specialty clients with complex processing needs. In addition, the Manager will also provide backup and support to operations management as needed. We offer an opportunity for you to grow your career and learn the mortgage banking and insurance industries.

Core work schedule hours are : Monday through Friday, 11 am to 8 pm EST. Note: Must be available to work a flexible schedule which may include evening and some Saturday hours.

What will be my duties and responsibilities in this job?

• Participates in the development of short/long term goals and plans for work group
• Solicits guidance from manager on best course of action for issues identified in work group
• Ensures that controls exist to monitor existing performance for all department assignments and managing financial risk to the clients and Assurant by effectively managing controls to prevent losses and poor customer support.
• Communicates appropriately departmental performance
• Insures appropriate/available tools, supplies and facilities exist for all associates in department, that are necessary to perform core functions and responsibilities
• Consistently enforces all corporate/operational/departmental policies and values
• Provide coaching and direction to all associates within department that promote continued improvement in performance.
• Enforce all key performance indicators that measure productivity and quality standards associated with department functions and tasks.
• Investigate and appropriately resolve all complaints associated with performance of individual(s), department and/or operational tasks. Identify root cause, implement controls to prevent/minimize future occurrences.
• Promote team development and cohesive participation to achieve department/operational objectives within assigned areas.
• Maintains individual and group reports/data that explain departmental and individual performance including (but not limited to) attendance, work hours, productivity and support staffing models.
• Able to negotiate through differences in a productive manner that resolve issues impacting areas in and outside of assigned department/work group.
• Resolve personnel issues in an appropriate manner and supporting HR policies.
• Recruit best possible candidates with skills and experience needed to support departmental functions.
• Leverage high performing associates to support critical roles within work group.
• Align staff resources and skills to support functions in department.
• Provide appropriate incentives and rewards that promote excellence and achievement.
• Solicit feedback from appropriate resources for continued improvement in self-development/learning.
• Participate in client meetings/updates and provide all necessary information within the time line agreed upon.
• Able to maintain service levels for specific functions within span of control.
• Can maintain a variety of service level objectives within span of control.
• Continually challenge staff to improve/increase skills and operational knowledge.
• Ensures that controls exist to monitor changes in processes designed to address issues and highlight progress.
• Promote team development and cohesive participation to achieve. Department/operational objectives that are within work groups.
• Solicits and/or aids work groups outside of span of control without jeopardizing service levels to assigned department.
• Participate with analysis and resolution of operational problems, process improvements that cover other areas outside of span of control.
• Ensure Account Executives (AE) are updated with any changes involving assigned client.

What are the requirements needed for this position?

• 2 years of supervisory experience required.
• Experience in mortgage servicing, customer service, retail banking or hazard processing is desirable.
• High School Diploma

What other skills/experience would be helpful to have?

• Excellent verbal and written communication skills.
• An understanding of human resource policies and procedures.
• Basic workflow management tools.
• Well-developed interpersonal skills promoting team participation with assigned staff.
• Motivational methods to improve and develop assigned staff.
• Ability to engage co-workers and peers in cross-functional teams.
• Multi-task and perform to multiple goals/objectives.
• Associate’s degree and/or equivalent work experience is required.

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

General office demands

Pay Range:

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 listed 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 14 countries and awarded the Fortune America’s Most Innovative Companies recognition, 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.

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.