Job: Supervisor Workload Management

Jobing Description

Supervisor Workload Management

Description

Assurant Solutions businesses develop, underwrite, market and administer specialty insurance, extended service contracts and other risk management solutions through collaborative relationships with leading financial institutions, retailers, automobile dealers, funeral homes, manufacturers, wireless carriers and other entities. With operations in 25 locations, including executive offices in Atlanta, Ga., Assurant Solutions serves clients and their customers in 12 countries throughout North America, the Caribbean, Latin America, Europe and Asia. www.assurantsolutions.com

Assurant Solutions is part of Assurant, a premier provider of specialized insurance products and related services in North America and select worldwide markets. The four key businesses -- Assurant Solutions, Assurant Specialty Property, Assurant Health, and Assurant Employee Benefits -- partner with clients who are leaders in their industries and have built leadership positions in a number of specialty insurance market segments in the U.S. and select worldwide markets.

Assurant, a Fortune 500 company and a member of the S&P 500, is traded on the New York Stock Exchange under the symbol AIZ. Assurant has approximately $26 billion in assets and $8 billion in annual revenue. Assurant has approximately 14,000 employees worldwide and is headquartered in New York's financial district. www.assurant.com.

The Supervisor of Workload Management facilitates activities and responsibilities of a team of Workforce Analysts, to include: ensuring that call/contact routing allocations and queues are managed to meet goals; coordinating agent schedules and adherence, and identifying process and workflow improvements. The supervisor also facilitates activities and responsibilities for a team of Training and Documentation specialists that provide Customer Operations training programs, procedure documentation, and metrics.

Key Responsibilities:

* Hires, develops and evaluates department personnel.
* Develops short and long term goals and plans for the Workload Management Center.
* Supports the managers of Customer Operations in the maintenance of an effective organization for areas of responsibility, including efficient work flow patterns; established performance standards; effective delineation of duties and responsibilities and ensuring that staffing is efficient in order to maintain operational objectives and systems for timely communication of pertinent information.
* Analyzes call, incoming business, and claims trends to predict short-term staffing needs. Supports the Director of Operations Excellence in effectively administering headcount planning in conjunction with production needs. Ensures staffing is adequate to meet company objectives.
* Ensures function-specific orientation and training programs for Customer Operations. In addition, ensures training is available for the Workload Management and Training and Documentation personnel. Partners with the Operations managers to develop & maintain training.
* Maintains documented procedures for Customer Operations, trouble shoots system problems.

Qualifications

Required skills/experience:

* Bachelor's degree and/or equivalent experience.
* Minimum of 3 years of experience in a planning, analytical, or forecasting function within a call or service center environment with two to four years in a leadership or project management role.
* Works well under pressure/deadlines.
* Strong interpersonal skills with the ability and agility to interact with all levels of management.
* Effective oral/written/interpersonal communication skills.
* Demonstrated problem solving skills.
* Strong negotiation skills.
* Proficient with Microsoft applications.

Desired skills/experience:

* Prior insurance industry business experience could be a plus.

We offer comprehensive benefits to full time and part time employees including medical, dental, STD, LTD and life insurance, 401k with profit sharing, generous paid time off and much more.

Assurant is an Equal Employment Opportunity employer. All aspects of consideration for employment and employment with the Company are governed on the basis of merit, competence and qualifications without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, or any other category protected by federal, state, or local law.

To learn more about our current opportunities and apply online, please visit: http://www.assurant.jobs

Follow us on Twitter! http://twitter.com/AssurantCareers (@AssurantCareers)

Requisition Number: 25241

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