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Allstate Insurance Company
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Customer Service Team Lead I

Customer Service Team Lead I

Allstate Insurance Company

2 - 5 years

4 - 8 Lacs

pune

Posted:3 days ago| Platform:

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Skills Required

global operations business services performance management relationship building support services workflow telematics customer service operations monitoring

Work Mode

Work from Office

Job Type

Full Time

Job Description

At Allstategreat things happen when our people work together to protect families and their belongings from life s uncertainties
And for more than 90 years, our in ative 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 isfaction to frontline specialists
Understands contact center metrics and implementation of strategic goals and processes

Key Responsibilities

Handle stretch assignments designed to increase business acumen

Manages front-line employees by providing appropriate direction, coordinating unit activities, itoring employee/unit performance, formulating and implementing action plans, recommending work procedures, and directing workflow

Conduct performance reviews, evaluates employee potential and recommends employee promotions, merit increases, or terminations

Anticipates workflow levels through effective planning and can adjust resources to ensure work is completed and unit goals are met

Establish/communicate job performance standards and work procedures

Creates a positive and isfying work environment using recognition, empowerment, listening, valuing diversity, and acting as a role model for others

Serve as mentor leader to new leaders within respective business unit

Identify training needs, coordinates with Education/Training Division, and ensures completion of effective training

Interview applicants and recommend hire

Makes recommendations for process improvements and cost saving opportunities; executing key initiatives

Education

4 year Bachelors Degree (Preferred)

Experience

3 or more years of experience (Preferred)

Supervisory Responsibilities

This job has supervisory duties

Education & Experience (in lieu)

In lieu of the above education requirements, an equivalent combination of education and experience be considered

Pri y Skills

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

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Customer Service Team Lead I