Team Leader- Voice Operations(p&c Insurance)

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 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 Customer 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 voice interviews to identify trainable candidates 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 Knowledge Skills Abilities Experience Bachelors degree in related field preferred or equivalent experience Ability to interact effectively and coach others on interacting effectively with internal or external customers and act with empathy Applies advanced knowledge of Subrogation coverage negotiation and or arbitration skills and regulation Applies advanced knowledge of analytical procedures to reconcile manipulate and recognize patterns of data and advanced knowledge of problem solving and preparation of complex reports for analysis Applies advanced conflict management and problem resolution skills in managing internal and external customer relationships Education 4 year Bachelors Degree Preferred Experience 7 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 may be considered Primary Skills Call Center Management Coaching Customer Experience Management Performance Management PM Relationship Building Shift Time Recruiter Info Ms Vibha Chaturvedi vaaa6 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