Customer Service Team Lead I

At Allstate, great things happen when our people work together to protect families and their belongings from life's uncertainties. And for more than 90 years, our innovative drive has kept us a step ahead of our customers' evolving needs. From advocating for seat belts, air bags and graduated driving laws, to being an industry leader in pricing sophistication, telematics, and, more recently, device and identity protection.

Job Description

Responsible for managing the operational workflow, coaching and developing frontline specialists, and promoting exceptional customer satisfaction to frontline specialists. Understands contact center metrics and implementation of strategic goals and processes.

Job Responsibilities :

• Identify training needs, coordinates with Education/Training Division, and ensures completion of effective training.
• Conduct performance reviews, evaluates employee potential and recommends employee promotions, merit increases, or terminations.
• Makes recommendations for process improvements and cost saving opportunities; executing key initiatives.
• Establish/communicate job performance standards and work procedures.
• Anticipates workflow levels through effective planning and can adjust resources to ensure work is completed and unit goals are met.
• Manages front-line employees by providing appropriate direction, coordinating unit activities, monitoring employee/unit performance, formulating and implementing action plans, recommending work procedures, and directing workflow.
• Creates a positive and satisfying work environment using recognition, empowerment, listening, valuing diversity, and acting as a role model for others

Knowledge/Skills/Abilities/Experience:

• Daily handling of frontline questions and request for knowledge updates provided as feedback on solutions. Supporting the review of flagged content, reviewing utilized content, and making necessary updates to support next-issue-avoidance.
• Identify and design new service processes to support new product/service initiatives and business needs across multiple channels.
• Reviewing and simplifying RightAnswers content so that a frontline representative can efficiently assist the customer with ease and accuracy.
• Collaborating with State side SMEs to ensure content accuracy and meeting RA standards on all solutions.

Primary Skills:

• Strong Service Delivery knowledge is mandatory
• Strong Experience in FUSD Subrogation is mandatory
• Good verbal and written communication
• Ability to communicate independently with all department SMEs
• Interpersonal Skills and Team Player
• Assertiveness, Analytical and Problem Solving

Primary Skills

Call Center Management, Coaching, Customer Experience Management, Performance Management (PM), Relationship Building

Shift Time

Shift C (India)

Recruiter Info

Ms. Vibha Chaturvedi

vaaa6@allstate.com

About Allstate

Joining our team isn't just a job - it's an opportunity. One that takes your skills and pushes them to the next level. One that encourages you to challenge the status quo. One where you can shape the future of protection while supporting causes that mean the most to you. Joining our team means being part of something bigger - a winning team making a meaningful impact.

The Allstate Corporation is one of the largest publicly held insurance providers in the United States. Ranked No. 84 in the 2023 Fortune 500 list of the largest United States corporations by total revenue, The Allstate Corporation owns and operates 18 companies in the United States, Canada, Northern Ireland, and India. Allstate India Private Limited, also known as Allstate India, is a subsidiary of The Allstate Corporation. The India talent center was set up in 2012 and operates under the corporation's Good Hands promise. As it innovates operations and technology, Allstate India has evolved beyond its technology functions to be the critical strategic business services arm of the corporation. With offices in Bengaluru and Pune, the company offers expertise to the parent organization's business areas including technology and innovation, accounting and imaging services, policy administration, transformation solution design and support services, transformation of property liability service design, global operations and integration, and training and transition.

Learn more about Allstate India here.