Customer Service Team Lead I ( Voice Process)

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

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, analyses 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

Experience

• 8-15 years and 3 to 4 years of people management experience preferably managing voice or blended teams.

• Primary Skills

• Call Center Management, Coaching, Coaching Others, Customer

Experience

• Management, Give Feedback, Leadership, People Management, Performance Management (PM), Property & Casualty Insurance, Relationship Building, Subrogation Claims, Team Management, Voice Processing

• Shift Time

• Shift C (India)