Customer Care Ops Lead - Mentoring & Process Impact

Allstate; Tijuana; Presencial; MXN 420.000 - 640.000; Jornada completa

Descripción de la vacante

Integon, part of The Allstate Corporation, seeks a Team Lead to blend customer service excellence with people leadership in Tijuana. You will support daily operations, coach teammates, handle escalated issues, and collaborate with leadership to improve performance and customer satisfaction.

Responsibilities include guiding process improvements, training new hires, reviewing lender requirements and policy documentation, mentoring staff on insurance tracking, and ensuring accurate, compliant

Formación

• Experience coaching and developing others.
• Strong customer service and problem-solving skills.
• Ability to lead, coach, and support team members in a fast-paced environment.

Responsabilidades

• Support leadership with departmental projects and process improvement initiatives.
• Provide call quality and documentation coaching to representatives.
• Train and mentor team members on insurance tracking processes and lender requirements.
• Serve as SME for complex borrower, lender, and insurance carrier inquiries.
• Promote quality, compliance, and first-contact resolution.

Conocimientos

Customer service leadership

Coaching

Mentoring

Team leadership

Communication

Educación

High School Diploma

Descripción del empleo

Integon, part of The Allstate Corporation, seeks a Team Lead to blend customer service excellence with people leadership in Tijuana. You will support daily operations, coach teammates, handle escalated issues, and collaborate with leadership to improve performance and customer satisfaction.

Responsibilities include guiding process improvements, training new hires, reviewing lender requirements and policy documentation, mentoring staff on insurance tracking, and ensuring accurate, compliant