Team Leader- Operations(Voice)

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.

Job Description:

• 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

Shift Time

Recruiter Info

Ms. Vibha

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 here.