Team Leader- Voice Operations(P&C insurance)

In this role at Allstate, you will be responsible for managing the operational workflow, coaching and developing frontline specialists, and promoting exceptional customer satisfaction. You will need to have a good understanding of contact center metrics and be able to implement strategic goals and processes effectively. **Key Responsibilities:** - Make and maintain a connection with the customer by understanding and meeting their needs with empathy, and follow up to ensure customer satisfaction - Manage, research, and resolve complex customer communications, concerns, conflicts, or issues - Review customer satisfaction results, recommend action plans, and provide feedback to improve performance - Conduct voice interviews to identify trainable candidates - Identify issues and potential solutions in all aspects of the claims business - Gather, analyze, and evaluate complex claim processes or procedures - Assist leadership in developing operational improvement strategies and establishing unit goals - Participate in process improvement and operational performance programs and changes - Develop and manage processes to ensure delivery of compassionate service - Ensure adherence to empathetic and responsive customer service in all transactions - Participate in assessing unit needs for training and development - Provide coaching, mentoring, and feedback to team members - Lead training sessions when required **Qualifications Required:** - Bachelor's degree in a related field preferred or equivalent experience - Ability to interact effectively with internal or external customers with empathy - Advanced knowledge of Subrogation, coverage, negotiation, and/or arbitration skills and regulation - Strong analytical and problem-solving skills - Advanced conflict management and problem resolution skills **Additional Details:** The Allstate Corporation is one of the largest publicly held insurance providers in the United States. Allstate India Private Limited is a subsidiary of The Allstate Corporation, operating under the corporation's Good Hands promise. Allstate India offers expertise in technology and innovation, accounting services, policy administration, global operations, and more, contributing significantly to the parent organization's strategic business services. Joining the Allstate team means being part of a winning team that makes a meaningful impact and shapes the future of protection. It's an opportunity to challenge the status quo and support causes that matter to you.,