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.
Lead a team of 15 to 20 Resources
Make and maintains a connection with the customer by understanding and meeting their needs; serves the customer with empathy and follows up to ensure that customer needs have been met
Manages, researches, and resolves complex and occasionally highly complex customer communications, concerns, conflicts or issues
Conflict management and problem resolution skills in managing internal and external customer relationships
Audit calls/task and provide feedback to the claim handler on the production floor
Conduct voice interviews to identify trainable candidates

Key Responsibilities

• Serve as mentor leader to new leaders within respective business unit.

• Handle stretch assignments designed to increase business acumen.

• Interview applicants and recommend hire.

• 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.

• Manages/leads front-line employees

• Ability to interact effectively, and coach others on interacting effectively, with internal or external customers and act with empathy

• Knowledge of problem solving and preparation of complex reports for analysis

• Ability to leverage learned technical skills in support of team objectives

• Assist leadership in achieving business unit objectives

• Skill in motivation, organization, training, coaching and facilitation of teamwork

• Ensures adherence to empathetic and responsive customer service in all transactions

• Recommend training and education programs to enhance associate’s knowledge and development

Education

• 4 year Bachelors Degree (Preferred)

Experience

• 3 or more years of experience (Preferred)

Supervisory Responsibilities

• This job has supervisory duties.

Primary Skills

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

Shift Time

Shift C (India)

Recruiter Info

Dipti Murudkar

dsudh@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.