Manager, Call Center Operations - Buenos Aires, Argentina

Are you a seasoned call center leader with a passion for developing and empowering others? Do you thrive in a fast-paced environment where you can make a real impact on customer experience and business results? If so, Assurant is looking for you! We are seeking a dynamic and results-oriented Operations Manager – Customer Care to lead our Buenos Aires call center team.

Role Overview

As the Operations Manager, you will be responsible for the overall performance and success of our customer care operations in Buenos Aires. You will lead a team of supervisors, providing them with coaching, guidance, and support to ensure they can effectively manage their teams and deliver exceptional service to our customers. You will also be responsible for managing staffing levels, absenteeism, team climate, and performance reviews. Your strategic vision and business acumen will be critical in aligning operational goals with the overall objectives of the company.

Key Responsibilities:

• Lead and coach supervisors, helping them grow into strong leaders.
• Act as the first point of escalation for supervisors and senior managers.
• Ensure service quality, performance KPIs, and action plans are met.
• Manage staffing, absenteeism, team climate, and performance reviews.
• Drive recruitment, onboarding, and development of new supervisors.
• Anticipate operational needs and align resources with business goals.
• Represent and defend your team’s work with stakeholders.

A Day in the Life of an Operations Manager

No two days are exactly alike, but here’s a glimpse into what you might experience as an Operations Manager at Assurant:

Morning:

• Start your day by reviewing key performance indicators (KPIs) and identifying any potential issues or areas of concern.
• Conduct one-on-one meetings with your supervisors to discuss their progress, address challenges, and provide coaching and support.
• Participate in a cross-functional meeting to collaborate with other departments and address any operational dependencies.

Afternoon:

• Analyze call center performance data to identify trends and opportunities for improvement.
• Develop and implement action plans to address performance gaps and enhance service quality.
• Conduct interviews with potential supervisor candidates and participate in the onboarding process for new hires.
• Work on strategic initiatives to improve call center efficiency and customer satisfaction.

Evening:

• Review and approve timecards, ensuring accuracy and compliance with company policies.
• Prepare reports and presentations to communicate call center performance to senior management.
• Attend training sessions or workshops to enhance your leadership and management skills.

Why Buenos Aires (Alem)?

Buenos Aires, often called the "Paris of South America," is a vibrant and cosmopolitan city with a rich cultural heritage. Working in our Alem location offers a unique opportunity to experience the best of Argentine culture, including:

• World-Class Cuisine: Indulge in delicious Argentine cuisine, from succulent steaks to empanadas and medialunas.
• Rich History and Architecture: Explore the city's stunning architecture, from grand European-style buildings to colorful neighborhoods like La Boca.
• Thriving Arts and Culture Scene: Immerse yourself in tango shows, art galleries, museums, and live music venues.
• Affordable Cost of Living: Enjoy a high quality of life at a lower cost compared to many other major cities.
• Friendly and Welcoming People: Experience the warmth and hospitality of the Argentine people.

Our Alem location is conveniently located in the heart of Buenos Aires, with easy access to public transportation, restaurants, and shops. You'll be surrounded by a diverse and energetic community, making it a great place to live and work.

Career Path

Assurant is committed to providing our employees with opportunities for growth and development. As an Operations Manager, you can advance your career in a variety of ways:

• Senior Operations Manager: Lead a larger team of supervisors and assume greater responsibility for call center performance.
• Director of Operations: Oversee multiple call centers or operational areas.
• Vice President of Operations: Lead all call center operations for a specific business unit.
• Project Management: Lead key strategic initiatives, leveraging your deep understanding of call center operations.
• Training and Development: Share your expertise by training and developing future leaders.

Salary & Benefits

Assurant offers a competitive salary and benefits package that is designed to attract and retain top talent. The salary range for this position is typically between $50,000 and $80,000 USD per year, depending on experience and qualifications. In addition to salary, we offer a comprehensive benefits package that includes:

• Medical, dental, and vision insurance
• Paid time off (PTO)
• Retirement savings plan with company match
• Employee assistance program (EAP)
• Professional development opportunities
• Tuition reimbursement
• Life insurance and disability coverage
• Flexible work arrangements
• Employee discounts

Culture at Assurant

At Assurant, we are committed to creating a diverse and inclusive work environment where everyone feels valued and respected. We believe that our employees are our greatest asset, and we are dedicated to providing them with opportunities for growth and development. Our core values include:

• Integrity: We conduct ourselves with honesty, transparency, and ethical behavior.
• Customer Focus: We are dedicated to providing exceptional service to our customers.
• Collaboration: We work together as a team to achieve our goals.
• Innovation: We are constantly seeking new and better ways to do things.
• Respect: We treat each other with courtesy and consideration.

We also foster a culture of giving back to the community through volunteerism and charitable giving.

How to Apply

If you are a passionate and experienced call center leader who is looking for a challenging and rewarding career, we encourage you to apply! To apply for this position, please submit your resume and cover letter through our online application portal. Be sure to highlight your relevant experience and qualifications, and explain why you are interested in working for Assurant.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

FAQ

1. What are the key responsibilities of an Operations Manager? The Operations Manager leads and coaches supervisors, ensures service quality and performance KPIs are met, manages staffing and team climate, and drives recruitment and development of new supervisors.
2. What qualifications are required for this role? We are looking for candidates with proven experience leading leaders, a strong background in call center operations, tactical management skills, excellent communication skills, and a strategic business vision.
3. What is the salary range for this position? The salary range is typically between $50,000 and $80,000 USD per year, depending on experience and qualifications.
4. What benefits does Assurant offer? Assurant offers a comprehensive benefits package that includes medical, dental, and vision insurance, paid time off, a retirement savings plan with company match, and more.
5. What is the culture like at Assurant? Assurant has a diverse and inclusive culture that values integrity, customer focus, collaboration, innovation, and respect.
6. What opportunities are there for career advancement? There are opportunities to advance to Senior Operations Manager, Director of Operations, Vice President of Operations, or to move into project management or training and development roles.
7. Is relocation assistance available? Relocation assistance may be available for eligible candidates.
8. What is the work environment like in Buenos Aires? Buenos Aires offers a vibrant and cosmopolitan work environment with a rich cultural heritage and affordable cost of living.
9. How do I apply for this position? Please submit your resume and cover letter through our online application portal.
10. What is Assurant's policy on equal opportunity employment? Assurant is an equal opportunity employer and values diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.