Contact Center Manager

Assurant

. Plan, organize, lead, control and coordinate day-to-day activities of contact center associates providing hazard outsourcing services .

Posted 9/24/2026full-timeRemote • United StatesJuniorMid-Level💰 $49,300 - $81,300 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong leadership in managing contact center operations, focusing on performance improvement, team development, and effective communication. Proficient in implementing operational strategies and ensuring compliance with HR policies and departmental standards.

Highest-signal resume keywords

Supervisory ExperienceCustomer ServicePerformance MonitoringTeam DevelopmentHuman Resource Policies

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Performance ControlsFinancial Risk ManagementQuality StandardsWorkflow ManagementOperational Problem Analysis

Soft Skills

Excellent Communication SkillsInterpersonal SkillsMotivational MethodsMultitasking AbilityConflict Resolution

Tools & Technologies

Basic Workflow Management Tools

Certifications & Qualifications

High School DiplomaAssociate’s Degree

Industry Keywords

Mortgage ServicingRetail BankingHazard ProcessingCustomer Service

About the role

Key responsibilities & impact

Plan, organize, lead, control and coordinate day-to-day activities of contact center associates providing hazard outsourcing services
Develop short- and long-term goals and plans for the work group
Monitor performance controls, financial risk, productivity, quality standards and service levels
Communicate departmental performance
Ensure associates have appropriate tools, supplies and facilities
Enforce corporate, operational and departmental policies and values
Coach and direct associates to promote continued performance improvement
Investigate and resolve complaints, identify root causes, and implement preventive controls
Promote team development and cohesive participation to achieve operational objectives
Maintain individual and group performance reports, including attendance, work hours, productivity and staffing models
Resolve personnel issues in accordance with HR policies
Recruit candidates and align staff resources and skills with departmental functions
Provide incentives and rewards and solicit feedback for continuous improvement
Participate in client meetings and provide required information within agreed timelines
Negotiate and resolve issues affecting assigned and other departments
Support operations management and participate in operational problem analysis and process improvements
Keep Account Executives updated on changes involving assigned clients

Requirements

What you’ll need

2 years of supervisory experience required
Experience in mortgage servicing, customer service, retail banking or hazard processing is desirable
High School Diploma
Associate’s degree and/or equivalent work experience is required
Excellent verbal and written communication skills
Understanding of human resource policies and procedures
Basic workflow management tools
Well-developed interpersonal skills promoting team participation with assigned staff
Motivational methods to improve and develop assigned staff
Ability to engage co-workers and peers in cross-functional teams
Ability to multitask and perform to multiple goals/objectives
Must be available to work a flexible schedule, which may include evening and some Saturday hours
Employment contingent upon completion of required identity verification process, which may include biometric technology

Benefits

Comp & perks

Opportunity to grow your career and learn the mortgage banking and insurance industries
Flexible schedule options, including evening and some Saturday hours
Incentives and rewards that promote excellence and achievement
Video-based virtual interviews
Identity verification process and biometric technology where permitted by law