Job Description

At Allstate, great things happen when our people work together to protect families and their belongings from lifes 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. The Team Lead I is responsible for managing the operational workflow, coaching and developing frontline specialists, and promoting exceptional customer satisfaction to frontline specialists. The Team Lead I is responsible for understanding contact center metrics and implementation of strategic goals and processes.
The GHRN Secondary Tow Setup (Non-Drive) task is dedicated to the efficient management of non-drivable vehicle move to GHRN shops. This calling task empowers team to liaise with GHRN Admin team to secure essential documentation and collaborate with the Storage Mitigation Team to obtain charge pre-approvals. With necessary paperwork and charge approvals in hand, team schedules pickup assignments through ARS and manages the release formalities with customers and tow yards, ensuring a smooth and reliable service.
The person would be responsible for managing a team of Associate / Sr. Associate, responsible for assisting claims professionals or a Field office by performing analysis or activities related to customer satisfaction, loss, and expense management, or other claim activity. The team leader would be responsible to groom the team members to success and retain knowledge. He/She would also be involved in planning the workload distribution and identifying area of opportunities to make operations more efficient.Key Responsibilities

• Maintain productive working partnerships with various departments

• Manage relationship between various operational and support departments

• Create high performance environment for team members

• Handle stretch assignments designed to increase business acumen

• Participate in strategic development/succession planning meetings

• Develop/Execute strategic action plans designed for specialists

• Measure and monitor the effectiveness of educational deliverables

• Serve as mentor leader to new leaders within respective business unit

• Have the leadership capacity to lead larger customer contact center teams

• Have clear understanding of roles in supporting departments

Lead People Resources

• Manages/leads front-line employees
• Implement the Performance Management and Progressive Discipline Process
• Write and administer development summaries, evaluate employee potential, and recommend employee promotions, merit increases, or terminations
• Interview and select job candidates
• Creates a positive and satisfying work environment using recognition, empowerment, listening, valuing diversity, and acting as a role model for others
• Administer Human Resources guidelines and policy and resolves employees 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 can 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

Education

• 4 year Bachelors Degree (Preferred)

Experience

• 3 or more years of experience (Preferred)

Supervisory Responsibilities

• This job has supervisory duties.

Education & Experience (in lieu)

• In lieu of the above education requirements, an equivalent combination of education and experience may be considered.

Primary Skills Customer Centricity, Digital Literacy, Inclusive Leadership, Learning Agility, Results-OrientedShift TimeRecruiter Info Vibha Chaturvedi [C]vchb7@allstate.comAbout AllstateJoining our team isnt just a job its an opportunity. One that takes your skills and pushes them to the next level. One that encourages you to challenge the status quo. And one where you can impact the future for the greater good.Youll do all this in a flexible environment that embraces connection and belonging. And with the recognition of several inclusivity and diversity awards, weve proven that Allstate empowers everyone to lead, drive change and give back where they work and live.Good Hands. Greater Together.\xc2\xaeThe 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 organizations 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 .

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