Customer Service Team Lead I -

Responsibilities

• Serve as mentor leader to new leaders within respective business unit.
• Handle stretch assignments designed to increase business acumen.
• Interview applicants and recommend hire.
• Identify training needs, coordinates with Education/Training Division, and ensures completion of effective training.
• Conduct performance reviews, evaluates employee potential and recommends employee promotions, merit increases, or terminations.
• Makes recommendations for process improvements and cost saving opportunities; executing key initiatives.
• Establish/communicate job performance standards and work procedures.
• Anticipates workflow levels through effective planning and can adjust resources to ensure work is completed and unit goals are met.
• Manages 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.
• Creates a positive and satisfying work environment using recognition, empowerment, listening, valuing diversity, and acting as a role model for others.
• Education
• 4 year Bachelors Degree (Preferred)

Requirements

• 3 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
• Shift C (India)
• Recruiter Info
• Ms. Vibha Chaturvedi
• vaaa6@allstate.com
• About Allstate
• Learn more about Allstate India here .

Additional Information

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 The Customer Service Team Lead I manages the operational workflow, coaches and develops frontline specialists, and promotes exceptional customer satisfaction to frontline specialists. This individual understands contact center metrics and implementation of strategic goals and processes.

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