Team Leader

2 weeks ago

Pune, India Allstate Benefits Full time

Job Responsibilities Key ResponsibilitiesCustomer Service • Makes 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 • Reviews customer satisfaction results; recommends, designs, and implements personal and business unit action plans. Audit calls and provide feedback to the claim handler on the production floor • Conduct interviews to identify trainable candidates • Responsible for achieving business goals by providing efficient, effective, and accurate service • Manages a team of 15-20 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 • Identifies process gaps, non-value-added activities and improves business outcomes by leading process improvement projects • Provides information to employees and management, participates in, and leads meetings/performance reviews • Creates complex reports, proposals, and business cases. • Performs compliance or other quality spot-checks and recommends corrective and preventive actions • Creates a positive and satisfying work environment using recognition, empowerment, listening, valuing diversity, and acting as a role model for others • Recommends training and education programs to enhance associate’s knowledge and development  Administration and Operational Management • Identifies issues and potential solutions on all aspects of the claims business • Gathers, analyzes, and evaluates complex and occasionally highly complex claim processes or procedures; obtains facts and explains complex information • Assists leadership in developing strategies of operational improvement • Assists with establishing unit goals/objectives • Participates in the implementation of process improvement, operational performance and effectiveness programs and changes • Develops and manages processes to ensure delivery of compassionate service that is fast, fair and easy • Ensures adherence to empathetic and responsive customer service in all transactions  Training - Develop and Deliver • Participates in assessing unit needs for training and development • Win input from more experienced Team Leads/FLB, provides coaching/mentoring and feedback, and may lead training  Supervisory Responsibilities:This job does have supervisory duties Preferred Qualifications:Education and Experience  7-13 years of related experience Bachelor’s degree or equivalent experience

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