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 Responsibilities:
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Supervisory/People Management
Creates a productive and supportive work environment of highly engaged employees who create highly satisfied customers
Ensures understanding of business objectives, results, processes, etc. with their direct reports
Reviews employee work quality and interactions with customers through conducting ride-a-longs or sit-a-longs and file reviews
Monitors staffing levels and workloads
Administration and Operational Management
Ensures compliance to company, state, and federal compliance rules and regulations
Participates with leadership in developing strategies for operational improvement
Analyzes unit reports and supports the achievement of business unit objectives
Ensures adherence to empathetic and responsive customer service in all transactions
Training - Develop and Deliver
Assesses and addresses unit needs for training and development
Provides coaching/mentoring and feedback and uses claim technical expertise to train
Other Projects and Responsibilities
Oversees the resolution of highly complex customer conflicts or issues
Oversees the negotiation of highly complex claim settlements
Leads training sessions for the team
Job Qualifications:
5+ years of auto technical experience, writing estimates, assessing damage and completing market valuation reports
Prior leadership and coaching experience preferred
Bachelor's degree in related field preferred or equivalent experience
Ability to interact effectively with customers, coach others on interacting effectively with internal or external customers and act with empathy
Applies highly advanced knowledge of insurance policy, coverage, and regulation
Advanced industry knowledge to discipline practices, including best practices, to support the business unit
Advanced knowledge of analytical procedures to reconcile, manipulate, and recognize patterns of data
Applies highly advanced knowledge of problem solving and preparation of complex reports for analysis
Highly advanced conflict management and problem resolution skills in managing internal and external customer relationships
Applies highly advanced problem-solving skills to continuously improve business outcomes
Ability to assist leadership in achieving business unit objectives
Applies highly advanced knowledge of training facilitation and coaching skills
Ability to investigate, evaluate and settle highly complex claims
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
Shift Time
Recruiter Info
Dipti Murudkar
dsudh@allstate.com
About Allstate
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.