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Allstate Insurance Company
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Team Leader- Operations(Voice)

Team Leader- Operations(Voice)

Allstate Insurance Company

8 - 16 years

12 - 13 Lacs

Bengaluru

Posted:11 hours ago| Platform:

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Skills Required

Business services global operations Performance management Conflict management Relationship building Telematics Workflow Customer service Operations Auditing

Work Mode

Work from Office

Job Type

Full Time

Job Description

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

Job Responsibilities:

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 & Experience:

Bachelor s Degree or equivalent experience

Insurance domain certification (E.g., AINS , AIC etc.) will be preferred

Prior experience in Voice process and a zeal to learn about Casualty

Are known for clear and professional communication both written and verbal

Functional Skills:

Knowledge of insurance policy, coverage, and regulation

Eye for Details and accurate preparation of data to assess value of the estimate

Investigate, evaluate and identify requirements for the Claim basis the information provided

Ability to utilize available Tools to capture information accurately

Note Open for all Resources with Voice Skill set

Primary Skills

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

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Team Leader- Operations(Voice)