Customer Service Team Lead I ( Voice Process)

Allstate; Pune District; On-site; INR 1,200,000 - 2,400,000; Full time

Job summary

Allstate in Pune, India seeks an operations leader to manage frontline teams, coach staff, and drive customer satisfaction. You will focus on improving call handling, workflows, and process metrics to deliver fast and empathetic service.

The role requires strong people management, subrogation knowledge, and the ability to analyze complex data to improve performance and reporting. Shift time is C in India.

Qualifications

• Bachelor's degree in a related field preferred or equivalent experience.
• Ability to coach others effectively with empathy.
• Advanced knowledge of Subrogation, coverage, negotiation and arbitration.
• Analytical skills to reconcile data and prepare complex reports.
• Advanced conflict management and problem resolution in customer relations.

Responsibilities

• Manage operational workflow and coach frontline specialists for customer satisfaction.
• Understand contact center metrics and implement strategic goals and processes.
• Interact with customers with empathy and ensure needs are met.
• Audit calls, provide feedback to the claim handler, and train new staff.
• Identify issues, analyze processes, and support operational improvement.

Skills

Call Center Management

Coaching

Customer Experience Management

Leadership

People Management

Performance Management

Relationship Building

Subrogation Claims

Team Management

Voice Processing

Education

Bachelor's degree or equivalent

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

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 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.