Customer Service Team Lead I ( Blended)

Allstate; Pune District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Allstate in Pune is seeking an experienced shift lead for a senior associate/lead role in policy administration. You will manage a team, oversee complex transactions, and provide guidance to ensure delivery against department goals.

The role requires proven capability in call center management, coaching, and customer experience improvement, with 8–12 years in related work and 2–3 years in people leadership. A strong emphasis on process discipline and stakeholder collaboration is expected.

Qualifications

• Graduate/PG from a UGC recognized institute with 8–12 years experience.
• 2–3 years of people management experience.
• Strong leadership and performance management skills.

Responsibilities

• Lead front-line teams and manage performance.
• Implement PM processes and conduct evaluations.
• Coordinate meetings with stakeholders and vendors.
• Develop work plans and monitor workflow.
• Oversee budgetary analysis and strategic plans.
• Ensure compliance and quality checks.

Skills

Call Center Management

Coaching

Customer Experience Management

Performance Management

Relationship Building

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 person would be responsible for managing a team of Associate / Sr. Associate, responsible for investigating and processing complex policy administration transactions, by following defined guidelines laid down by the process Demonstrates a broad knowledge for leading/managing all facets of assigned team and handles the achievement of department / enterprise goals and objectives, programs, policies, and procedures in a business area gained through experience and training. Provides functional, procedural, or strategic guidance to create value, maximize growth and improve business performance for the organization.

Job Responsibilities

Lead People Resources

• -Manages/leads front-line nonexempt employees (Allstate/vendor partners).
• -Implements the Performance Management and Progressive Discipline Processes.
• -Write and administer Progress Development Summaries, evaluate employee potential and recommend employee promotions, merit increases, or terminations.
• -Interviews and selects job candidates.
• -Creates a positive and satisfying work environment through the use of recognition, empowerment, listening, valuing diversity, and acting as a role model for others.
• -Administer Human Resources guidelines and policy and resolves employee's issues and concerns regarding these policies.
• -Is a resource to other front-line managers on issues relating to the management of front-line employees/units.
• -Recommend training and education programs to enhance associates knowledge and development.

Communicates Information

• -Provides information to employees and management participates in and leads meetings, and creates complex reports, proposals and business cases.
• -Facilitate and /or attend meetings with stakeholder, customers, and vendors to address and/or resolve work issues.
• -Assist employees in interpreting internal and external departmental information.

Develop and Coordinate Workflow

• -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.
• -Anticipates workflow levels through effective planning and is able to adjust resources to ensure work is completed and unit goals are met.
• -Perform compliance or other quality spot-checks.
• -Serve as a technical resource to staff questions regarding procedures and customer inquiries.

Leads/Manages Projects

• -Leads projects of moderate complexity that require the coordination of multiple resources.
• -Documents progress of project to include key measurements and opportunity areas.
• -Communicates the status of projects to leadership team and key stakeholders external to the department.
• -Understands and operates software and/or hardware necessary of position.
• -Coordinates repair/replacement and preventative maintenance needs.

Implements and Monitors Plan

• -Prepare analysis of budgetary, expense, and quality control.
• -Contribute and implement strategic plans into work unit to achieve stated objectives and goals.
• -Assist with the identification of future technology and systems, develop information management tools, documents, and reports to effectively manage results.

Experience

Graduate/PG from a UGC recognized institute and equivalent work experience of 8 to 12 years of experience and 2 to 3 years of people management experience.

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, Allst