The Director of Operations Performance Optimization reports directly to the VP, of Customer Care and is responsible for strategic oversight for the continuous improvement and engagement of the Global Housing Customer Care organization. This role is a champion of the employee experience and has oversight over Customer Care performance optimization strategy, collaborating with and leveraging support from enterprise business functions. This role requires a strong background in employee development within a call center environment. Additionally, it requires strong partnership, communication, and leadership skills, as it works collaboratively with multiple areas of the business including, but not limited to, Operations, Strategic Learning & Development, Human Resources, Talent Acquisition, and Workforce Management. The Director of Operations Performance Optimization leverages expertise in adult learning, effective training and coaching principles, global call center operations, and CX/EX to contribute to a roadmap that shapes a culture of continuous improvement and hosts a best-in-class employee experience.
What will my duties and responsibilities be in this job?
Build future organizational leadership by encouraging professional growth & development, enhancing collaboration, and strengthening support of Assurant values and strategies.
Bring a new perspective and leverage deep call center expertise and knowledge of industry trends to elevate the employee experience and drive business outcomes.
Develop and maintain strong relationships across GHO and supporting enterprise organizations.
Support a culture of accountability and fosters team members’ engagement, development, growth, performance, and delivery of business targets.
Identify aspiring leaders and leverage identified capacity to provide support where needed, and drive client satisfaction and operational excellence.
Champion the new hire learning experience, with a focus on marrying technology and client-specific content to deliver seamless learning in partnership with key stakeholders, including, but not limited to Talent Acquisition, Strategic Learning & Development, Operations, Client Services and Workforce Management.
Partner with Strategic Learning & Development to deliver technology-enabled learning material to support new hires and continuous learning, with a strong focus on digital training approaches to meet business objectives. (Including and considering GCC-focused optimization opportunities.)
Responsible for the evolution and continuous improvement of the “transition” or “nesting” phase of training, ensuring that the experience adequately prepares new hires for production.
Drive utilization, measurement, and refinement of digital technologies (i.e. Zenarate) across Global Housing Operations, serving as an advocate and liaison inclusive of all GHO departments (Renters, Loss Drafts, MFH, Flood, Specialty, etc.).
Review new employee success factors (critical KPIs) and maintain alignment among key functions such as Strategic Learning & Development, Operations, Quality, and Talent Acquisition in driving improvement, evaluating talent, and identifying opportunities.
Support and enhance the employee onboarding process.
In partnership with key stakeholders, develop and implement nesting and transition programs to continually drive quality performance, SLA achievement, and new hire speed-to-efficiency in support of the overall Global Housing Performance Strategy.
Collaborate with Learning & Development to prioritize and assess development needs that drive business outcomes and value, gaining alignment with CC leaders to deliver better customer outcomes and increase associate performance.
Manage the completion of critical client-required analytics and/or other functions in partnership with BRM and Client Management partners. (i.e. Outbound call pulls, survey responses, etc.)
Partner with key business partners to optimize monthly staffing models and leverage workforce data insights to address business challenges and enhance productivity.
Support Global Housing projects and implementations, as required.
Collaborate with key stakeholders to leverage feedback from employee assessments in making business decisions in serving the workforce.
What are the requirements needed for this position?
A bachelor’s degree in business, or equivalent call center leadership experience (preferred).
A minimum of 7 years of management/supervisory experience within a call center operations and training environment
A minimum of 7 years of experience supporting large-scale projects
Proven experience with CX insight analysis, Call Center tools & technologies, back-office functions, and adult learning methodologies.
Strong interpersonal skills and demonstrated ability to negotiate, influence, and analyze data points to contribute to the larger organizational strategy.
Strong presentation skills.
Proven results associated with leading and driving change.
Proven aptitude to set priorities, drive results, track progress, and drive improvement in a fluid environment.
Exceptional knowledge of MS Office (Word, Excel, PPT, Teams, Zoom).
Effective written and oral communication skills
Exceptional relationship-building experience with the ability to listen and build rapport and credibility with peers and as a partner vertically within the business unit, as well as with leadership and capability teams.
How much should I expect to travel?
Travel – less than 15%
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$116,900.00 - $195,300.00
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.
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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.