Allstate - Team Lead - Customer Service - Voice Process

:

Responsible for managing the operational workflow, coaching and developing frontline specialists, and promoting exceptional customer satisfaction. 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 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 claim processes or procedures; obtains facts and explains complex information.
• Assists leadership in developing strategies of operational improvement.
• Assists with establishing unit goals and 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, provides coaching, mentoring and feedback and may lead training.

Knowledge/Skills/Abilities/Experience:

• Bachelors degree/PG Preferred 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.

Shift Time:

• Shift C (India).