Customer Service Team Lead I ( Blended)

The person would be responsible for managing a team of Associate / Sr. Associate, responsible for investigating and processing complex policy administration transactions, by following defined guidelines laid down by the process Demonstrates a broad knowledge for leading/managing all facets of assigned team and handles the achievement of department / enterprise goals and objectives, programs, policies, and procedures in a business area gained through experience and training. Provides functional, procedural, or strategic guidance to create value, maximize growth and improve business performance for the organization.

• Manages/leads front-line nonexempt employees (Allstate/vendor partners).
• Implements the Performance Management and Progressive Discipline Processes.
• Write and administer Progress Development Summaries, evaluate employee potential and recommend employee promotions, merit increases, or terminations.
• Interviews and selects job candidates.
• Creates a positive and satisfying work environment through the use of recognition, empowerment, listening, valuing diversity, and acting as a role model for others.
• Administer Human Resources guidelines and policy and resolves employee's 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.

• 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.

• 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 is able to 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 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.

• 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.

Graduate/PG from a UGC recognized institute and equivalent work experience of 8 to 12 years of experience and 2 to 3 years of people management experience.

• Call Center Management
• Coaching
• Customer Experience Management
• Performance Management (PM)
• Relationship Building

Shift C (India)