Customer Service Team Lead I

Allstate Solutions (ASPL); Pune District; On-site; INR 800,000 - 1,100,000; Full time

Job summary

Allstate Solutions (ASPL) is seeking a Customer Service Team Lead I to manage frontline workflow and coach specialists to deliver exceptional customer care. The role heavily focuses on mentoring, performance evaluation, and aligning operations with strategic goals.

The position emphasizes training coordination and resource planning within the Pune center. The candidate should bring 3+ years in customer service and a 4-year degree, with proven leadership in call center environments.

Qualifications

• Bachelor's degree preferred.
• 3+ years of experience in customer service.
• Experience in coaching or supervising staff.

Responsibilities

• Mentor leaders within the business unit.
• Take stretch assignments to increase business acumen.
• Interview applicants and recommend hire.
• Identify training needs and coordinate with Education/Training Division.
• Conduct performance reviews and recommend promotions or terminations.
• Suggest process improvements and cost-saving opportunities and execute initiatives.
• Establish job performance standards and procedures.
• Anticipate workflow and adjust resources to meet unit goals.
• Manage front-line employees with direction and coordination.
• Create a positive work environment through recognition, empowerment and diversity.

Skills

Call Center Management

Coaching

Customer Experience Management

Performance Management

Relationship Building

Education

Bachelor's Degree

3+ years experience in customer service

Job description

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.

Key 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)

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

Shift C (India)