Customer Service Team Lead I -

Allstate Insurance Company; Pune District; On-site; INR 600,000 - 900,000; Full time

Job summary

Allstate India in Pune is seeking a Customer Service Team Lead I to manage operational workflow, coach frontline specialists, and drive exceptional customer satisfaction. You will apply contact center metrics, supervise a team, conduct performance reviews, and implement process improvements to meet unit goals.

This role requires a bachelor's degree and 3+ years of experience in a service environment. Join a workforce that values mentorship, efficiency, and cost-saving initiatives while aligning

Qualifications

• Bachelor’s degree preferred.
• 3+ years of experience in a customer service or contact center role.
• Supervisory experience or leadership potential in a team setting.

Responsibilities

• Mentor leaders and supervise frontline specialists.
• Coordinate staffing to meet demand and performance targets.
• Interview and hire applicants as needed.
• Identify training needs and ensure effective delivery of training.
• Conduct performance reviews and support promotions or terminations as applicable.
• Suggest process improvements and cost-saving opportunities; drive key initiatives.
• Set and communicate job performance standards and procedures.
• Plan workload to meet unit goals and adjust resources as needed.
• Guide front-line employees with direction and workflow management.
• Foster a positive work environment through recognition and inclusivity.

Skills

Call Center Management

Coaching

Customer Experience Management

Performance Management

Relationship Building

Education

4 year Bachelor's Degree (Preferred)

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

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)

About Allstate

Joining our team isn’t just a job — it’s an opportunity. One that takes your skills and pushes them to the next level. One that encourages you to challenge the status quo. One where you can shape the future of protection while supporting causes that mean the most to you. Joining our team means being part of something bigger – a winning team making a meaningful impact.

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.