Claims Supervisor

**Job Purpose**

The Claim Supervisor is responsible for overseeing the daily operations of the call center team to ensure exceptional service delivery and operational efficiency. This role involves managing, coaching, and developing a team of call center representatives to meet and exceed performance goals, quality standards, and customer satisfaction metrics. The Supervisor is responsible for communicating updates, implementing process improvements, and fostering a positive, high-performing team culture.

**Primary Job Responsibilities**

- Supervise, motivate, and support a team of call center representatives in achieving performance targets (quality, productivity, attendance, and customer satisfaction).
- Conduct regular coaching sessions, performance reviews, and team meetings to provide feedback and development opportunities.
- Monitor daily workloads, call volumes, and queue performance to ensure appropriate staffing and timely response to customers.
- Address and resolve escalated customer issues in a professional and timely manner.
- Oversee day-to-day operations to ensure adherence to company policies, procedures, and service-level agreements (SLAs).
- Analyze metrics and reports to identify trends, opportunities for improvement, and areas requiring corrective action.
- Collaborate with Workforce Management teams to optimize coverage and manage schedule adherence.
- Partner with QA and Training teams to reinforce best practices and support ongoing skill development.
- Promptly communicate process updates, policy changes, and company initiatives.
- Provide input and feedback to leadership on tools, systems, and workflow enhancements that improve efficiency and employee experience.
- Maintain clear and consistent communication across all team members and support departments.
- Foster a supportive and motivating work environment that encourages accountability, teamwork, and professional growth.
- Recognize and reward high performance while addressing performance or conduct concerns promptly and effectively.
- Assist in the recruitment, onboarding, and training of new employees.
- Ensure team compliance with all regulatory requirements, privacy standards, and internal policies.

**Basic Qualifications**

- Minimum 4+ year experience in a related field
- Minimum 2+ years of progressive leadership experience in a related field

**Preferred Skills**

- Intermediate skills in Microsoft Office products.
- Strong leadership and coaching skills.
- Excellent communication, problem-solving, and conflict resolution abilities.
- Proficiency with call center software, CRM systems, and performance reporting tools.
- Ability to multitask, prioritize, and adapt in a fast-paced environment.
- Strong attention to detail and commitment to quality and compliance.

**_Working Schedule _**

- _This positions works from Tuesday to Saturday from 10 am to 19 pm US time. _
- At Assurant, we celebrate the differences that make us who we are. By assembling extraordinary teams from a variety of races, religions, sexual orientations, gender identities, ages, experiences, and abilities, we’re able to better reflect the global communities where we live and work. By working to remove barriers, we ensure equity for everyone. The pursuit of inclusion rests with each of us. Because it’s only by listening to and representing the unique voices of every individual that we can innovate for all. _

**Helping People Thrive in a Connected World**

**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 15 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.

**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.

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