This job is responsible for planning, organizing, leading, controlling and coordinating the day-to-day activities of associates involved in providing Sales and Billing support for inbound and chat contact channels for our clients, partners, and internal customers along with daily operations to include work force management and staffing tasks.
What will be my duties and responsibilities in this job?
Agent Coaching and Development
- Coaches and develops associates to achieve individual performance goals, and drive revenue for the business. Communicates goals to team and monitors for effective job performance. Conducts formal and informal touch bases with agents on a timely basis and documents coaching notes accordingly. Provides feedback in a timely manner and identifies and implements training solutions as needed to improve performance. Performs periodic quality reviews to ensure that proper processing service procedures are being followed.
- Creates and implements a fun, comfortable, and safe community environment to encourage customer sensitivity, teamwork, commitment, high productivity, and superior quality. Build positive morale to enhance employment experience and positively impact retention rates.
- Collaborates with peers and management to help build creative incentive plans that drive to meeting business goals. Analyze trends and business demands to recommend goal or incentive adjustments needed throughout the year to continue to drive team(s). Develops, plans, and implements succession plans that allow for career growth and development of associates.
- Communicates approved policies and procedures to teams and ensures compliance of daily operations and sales guidelines. Recommends change to policies and procedures as necessary and participates in the development and implementation of such changes. Effectively communicates with the Manager so she/he is informed of all necessary information regarding the associates, customers, and clients.
Workforce Management
- Coordinates workflow management to ensure staffing is able to handle daily call volume intervals and meet client Service Level demands. Monitors and Analysis workflow intervals to identify trends, makes on-the-spot and future recommendations to meet call demand.
- Maintains records related to work group performance, attendance, payroll, and expenditures. Prepares or assists in the preparation of related reports. May conduct or participate in the analysis and resolution of operational issues.
- Participates in interviewing, hiring, and training processes.
- Analyze data and statistics from call center operations and use them to improve performance and processes.
What are the requirements needed for this position?
- 3 years of progressively more responsible experience in Customer Operations or 1 year of supervisor experience.
- Must be able to focus on work while having and generating FUN in the workplace.
- Computer skills required, including Word, Excel and Outlook.
- Excellent verbal and written communications skills
- Strong customer service skills
- Ability to work with frequent interruptions and under deadlines
- An understanding of human resource policies and procedures.
- Basic workflow management tools.
- Well-developed interpersonal skills promoting team participation
- 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
- Must be within distance to our Rapid City, SD location.
- lf starter; ability to make decisions that support the business needs.
- Ability to work a normal shift within our Sales Center hours of 8am – 8pm EST.
What other skills/experience would be helpful to have?
- What 3 years or more of supervisor experience, call center preferred
- Prior Sales experience, call center sales preferred Bachelor’s Degree or equivalent, business related preferred
Any posted application deadline that is blank on a United States role is a pipeline requisition, and we'll continue to collect applications on an ongoing basis.
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.
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.
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.
