Call Center Representative
LendingTreeSalary not specified
Full Time
Junior (1 to 2 years)
Not SpecifiedCompensation
Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level
Full TimeJob Type
UnknownVisa
Insurance, Call CenterIndustries
Requirements
- Minimum 4+ years experience in a related field
- Minimum 2+ years of progressively supervisory experience in a related field
- 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
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
Skills
Call Center Management
Team Coaching
Performance Metrics
Customer Satisfaction
Workforce Management
Quality Assurance
Process Improvement
Escalation Handling
Data Analysis
Schedule Adherence
SLA Compliance
Assurant
Provides risk management and insurance solutions
About Assurant
Assurant provides risk management solutions that focus on protecting major consumer purchases, particularly in mobile devices, electronics, and smart technology. The company offers insurance products and extended service contracts that help consumers safeguard their investments in high-value items. When a product is damaged or malfunctions, Assurant also provides repair services to restore it efficiently. This approach helps clients minimize financial losses from unexpected events. Assurant generates revenue through the sale of insurance policies, service contracts, and repair services. Unlike many competitors, Assurant emphasizes diversity, equity, and inclusion within its corporate culture, which enhances its ability to serve a diverse customer base. The company's goal is to support consumers and businesses in maintaining their day-to-day operations while protecting their investments.
New York City, New YorkHeadquarters
1892Year Founded
IPOCompany Stage
Financial Services, Consumer GoodsIndustries
10,001+Employees
Benefits
Health Insurance
Hybrid Work Options
Professional Development Budget
Risks
Integration challenges from acquiring iSmash may affect operational efficiency.
Regulatory scrutiny from acquiring American Lease Insurance could pose compliance challenges.
Cultural clashes from acquiring American Financial & Automotive Services may impact operations.
Differentiation
Assurant specializes in risk management for mobile devices and electronics globally.
The company offers insurance, service contracts, and repair services for high-value items.
Assurant's DEI commitment fosters innovation and enhances customer understanding.
Upsides
Increased demand for mobile device insurance due to remote work trends.
5G expansion drives demand for new devices and related insurance products.
Acquisition of iSmash enhances Assurant's tech repair service capabilities.
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