Customer Service Team Lead I ( Voice Process)

Allstate India Pvt Ltd; Pune District; On-site; INR 1,200,000 - 2,000,000; Full time

Job summary

Allstate India Private Limited in Pune seeks a senior Operations/Customer Service leader to manage the workflow, coach frontline specialists, and drive superior customer satisfaction.

You will apply contact center metrics, design process improvements, and deliver training while mentoring team leads and ensuring empathetic service.

Qualifications

• Bachelor's degree in related field preferred or equivalent experience.
• Ability to interact effectively, and coach others on interacting effectively, with internal or external customers and act with empathy.
• Applies advanced knowledge of Subrogation, coverage, negotiation and/or arbitration skills and regulation.
• Applies advanced knowledge of analytical procedures to reconcile, manipulate, and recognize patterns of data and advanced knowledge of problem solving and preparation of complex reports for analysis.
• Applies advanced conflict management and problem resolution skills in managing internal and external customer relationships.

Responsibilities

• Manage operational workflow and coach frontline specialists to ensure customer satisfaction.
• Understand contact center metrics and implement strategy and processes.
• Audit calls and provide feedback to claim handlers on the production floor.
• Conduct voice interviews to identify trainable candidates.
• Develop and deliver training; mentor team leads and FLB.

Skills

Call Center Management

Coaching

Coaching Others

Customer Experience Management

Give Feedback

Leadership

People Management

Performance Management

Property & Casualty Insurance

Relationship Building

Subrogation Claims

Team Management

Voice Processing

Education

Bachelor's degree or equivalent

Job description

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.

Customer Service

Makes and maintains a connection with the customer by understanding and meeting their needs; serves the customer with empathy; and follows up to ensure that customer needs have been met. Manages, researches, and resolves complex and occasionally highly complex customer communications, concerns, conflicts or issues. Reviews customer satisfaction results; recommends, designs, and implements personal and business unit action plans. Audit calls and provide feedback to the claim handler on the production floor. Conduct voice interviews to identify trainable candidates.

Administration and Operational Management

Identifies issues and potential solutions on all aspects of the claims business. Gathers, analyses and evaluates complex and occasionally highly complex claim processes or procedures; obtains facts and explains complex information. Assists leadership in developing strategies of operational improvement. Assists with establishing unit goals/objectives. Participates in the implementation of process improvement, operational performance and effectiveness programs and changes. Develops and manages processes to ensure delivery of compassionate service that is fast, fair and easy. Ensures adherence to empathetic and responsive customer service in all transactions.

Training - Develop and Deliver

Participates in assessing unit needs for training and development. Win input from more experienced Team Leads/FLB, provides coaching/mentoring and feedback and may lead training.

Knowledge/Skills/Abilities/Experience

• Bachelors' degree in related field preferred or equivalent experience
• Ability to interact effectively, and coach others on interacting effectively, with internal or external customers and act with empathy
• Applies advanced knowledge of Subrogation, coverage, negotiation and/or arbitration skills and regulation
• Applies advanced knowledge of analytical procedures to reconcile, manipulate, and recognize patterns of data and advanced knowledge of problem solving and preparation of complex reports for analysis
• Applies advanced conflict management and problem resolution skills in managing internal and external customer relationships

Experience

8-15 years and 3 to 4 years of people management experience preferably managing voice or blended teams.

Primary Skills

• Call Center Management
• Coaching
• Coaching Others
• Customer Experience Management
• Give Feedback
• Leadership
• People Management
• Performance Management (PM)
• Property & Casualty Insurance
• Relationship Building
• Subrogation Claims
• Team Management
• Voice Processing

Shift Time

Shift Time Shift C (India)

Recruiter Info

Dipti Murudkar [e-mail]

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. At Allstate, we work hard to help people live a good life every day. Allstaters are dedicated to serving clients, customers, and communities, which allows employees to find meaning and value in their work. Allstate offers an environment that fosters innovative thinking where you’ll be able to explore your ideas and feel proud of the work you do. Allstate helps protect nearly 16 million households with auto, home, life, and retirement products. We want every professional connected to Allstate to be committed to giving our customers the best and that means finding the best talent. We want you to be our next great addition. It’s easy to search and apply for a new opportunity with Allstate. Simply use the links below to identify the openings that interest you. About Us