Claims Team Lead - Integon

Integon is a part of The Allstate Corporation, which means we have the same innovative drive that keeps us a step ahead of our customers' evolving needs. It's how we've become industry leaders in property and casualty insurance servicing. We support our insurance company affiliates by offering property and casualty insurance products inclusive of personal auto, homeowners, RV, motorcycle, small business auto insurance and more.

Job Description
Demonstrates basic knowledge for managing all facets of assigned team. Manages critical performance indicators, and provides guidance and coaching to reach company targets. Observes day to day interactions between front line employees/customers, and develops specific coaching plans to help frontline employees exceed goals. Manages multiple goals, objectives, programs, policies, and procedures in a business area gained through experience and training.

Key Responsibilities

• Manage team performance, and make recommendations/implement action plans to help employees succeed
• Conduct performance reviews, evaluates employee potential, and recommend employee promotions, merit increases, or terminations
• Establish and maintain production standards and measurement methods by aiding employees in interpreting information, understanding, and applying basic principles, policies and procedures.
• Effectively provide coaching, guidance, and feedback by practicing talk paths, expectation setting and sales techniques (when applicable)
• Develops strategies and objectives directed toward meeting unit goals, handling and resolving customer escalations, and exceeding customer expectations
• Direct workflow of unit and assign job responsibilities according to unit goals, including the management of demand and capacity to ensure an exceptional, personal, and effortless customer experience
• Establish/communicate vision and mission messaging, job performance standards, and work procedures
• Identifies and addresses training needs in all critical processes, procedures, and business rules including the most current and up to date sales/service processes depending on assigned team
• Manage and lead front-line employees (Allstate/vendor partners) by creating a highly motivated and rewarding work environment using guidance, feedback recognition, empowerment, listening, valuing diversity, and acting as a role model for others
• Committed to creating and supporting an inclusive work environment and administering Human Resources guidelines and policies and resolves employee's issues and concerns regarding these policies

• High school completed

• Strong English communication skills.
• Experience managing teams in a remote environment.
• Ability to manage multiple priorities simultaneously.
• Strong conflict resolution and problem-solving skills.
• Basic proficiency in Microsoft Excel, Word, and PowerPoint.

• 1 year or more of Experience managing teams/projects
• 1 year or more of Call Center experience
• Basic vehicle knowledge, including familiarity with common parts such as tires, wheels, doors, and fenders. (Preferred)

• Training Schedule: 5:30 a.m. - 3:00 p.m.
• Work Schedule (flexibility required):
  Monday to Friday 5:00 a.m. to 3:00 p.m.
  Availability to do Short Saturday shift approximately every 8 weeks.

• On-site and eligible for work-from-home after 4 months, based on performance and readiness.

• This job has supervisory duties.

• In lieu of the above education requirements, an equivalent combination of education and experience may be considered.