Posted:
7/16/2026, 3:39:16 AM
Location(s):
São Paulo, Brazil
Experience Level(s):
Junior
Field(s):
Business & Strategy ⋅ Operations & Logistics
Workplace Type:
On-site
Business Case – Call Center Quality Area Restructuring
Objective of the Change
As part of the Call Center restructuring, I propose replacing the position currently held by Adrine with two lower-seniority roles, while keeping the total cost of the structure equal to or lower than the current cost.
This change does not represent a cost increase but rather an adjustment of the organizational structure to the newly approved management model, based on service pillars, greater leadership autonomy, and strengthened operational quality.
Type of Change: Backfill with restructuring.
The position currently held by Adrine will be discontinued and replaced by two lower-seniority roles, redistributing responsibilities that are currently concentrated in a single individual.
The objective is not to expand the structure due to increased demand, but to adapt operations to the new organizational design while maintaining cost neutrality.
The Call Center restructuring aims to increase the operational maturity of the area.
During the operational assessment, it was identified that leaders spend a significant portion of their time on operational activities, reducing their ability to focus on tactical decisions, continuous improvement, and team development.
Business Criticality
Yes. This position is essential to sustain the newly approved operational structure and ensure the evolution of quality, efficiency, and customer experience metrics over the next 6 to 12 months.
Risks if Not Filled
If this change is not approved:
The change is within the planned budget.
The total cost of the two new positions will be equal to the current cost of the replaced role, maintaining financial neutrality.
The proposal has already been validated by the FP&A team regarding financial impact.
Internal Mobility
Internal candidates will be evaluated before opening the position to the external market, in accordance with company policy.
GCC Feasibility
Not applicable. The activities require daily interaction with leaders, local operations, calibrations, real-time monitoring, and specific knowledge of Brazil Call Center processes.
Redistribution of Responsibilities
Redistribution among leaders was evaluated. However, this alternative would compromise the main objective of the restructuring, which is to free up leadership capacity for tactical work, people development, data-driven management, and continuous improvement.
Expected Results:
Financial Trade-offs
Delaying the hiring maintains the operation in the current model, reducing the ability to capture the expected gains from the restructuring and delaying operational efficiency initiatives.
The proposal is aligned with the future operating model.
The new roles will support automation initiatives, continuous improvement, performance analysis, and the increasing use of digital tools and artificial intelligence to drive productivity gains. The goal is for the team to progressively reduce repetitive tasks and increase focus on analysis, deviation prevention, and process evolution.
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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.
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Website: https://assurant.com/
Headquarter Location: New York, New York, United States
Employee Count: 10001+
Year Founded: 1892
IPO Status: Public
Last Funding Type: Post-IPO Debt
Industries: Customer Service ⋅ Finance ⋅ Financial Services ⋅ Information Technology ⋅ Insurance
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