Job Description & Scope
Job description 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. Key Responsibilities Handle stretch assignments designed to increase business acumen. 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. Conduct performance reviews, evaluates employee potential and recommends employee promotions, merit increases, or terminations. Anticipates workflow levels through effective planning and can adjust resources to ensure work is completed and unit goals are met. Establish/communicate job performance standards and work procedures. Creates a positive and satisfying work environment using recognition, empowerment, listening, valuing diversity, and acting as a role model for others. Serve as mentor leader to new leaders within respective business unit. Identify training needs, coordinates with Education/Training Division, and ensures completion of effective training. Interview applicants and recommend hire. Makes recommendations for process improvements and cost saving opportunities; executing key initiatives. Education 4 year Bachelors Degree (Preferred) Experience 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 Role: Service Delivery - Other Industry Type: Insurance Department: Customer Success, Service & Operations Employment Type: Full Time, Permanent Role Category: Service Delivery Education UG: Any Graduate PG: Any Postgraduate Key Skills global operationsBusiness servicesPerformance managementRelationship buildingCustomer experience managementSupport servicesTelematicsOperationsMonitoring
