Customer Service Team Lead I
Allstate Solutions · Pune · onsite · Posted 51d ago
Undisclosed2–5 yrsfulltimeSourced from
About a minute. You'll make an account on the way through.
About this role
Job Description
The Customer Service Team Lead I manages the operational workflow, coaches and develops frontline specialists, and promotes exceptional customer satisfaction to frontline specialists. This individual understands contact center metrics and implementation of strategic goals and processes.
Key Responsibilities - Serve as mentor leader to new leaders within respective business unit.
- Handle stretch assignments designed to increase business acumen.
- Interview applicants and recommend hire.
- Identify training needs, coordinates with Education/Training Division, and ensures completion of effective training.
- Conduct performance reviews, evaluates employee potential and recommends employee promotions, merit increases, or terminations.
- Makes recommendations for process improvements and cost saving opportunities; executing key initiatives.
- Establish/communicate job performance standards and work procedures.
- Anticipates workflow levels through effective planning and can adjust resources to ensure work is completed and unit goals are met.
- 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.
- Creates a positive and satisfying work environment using recognition, empowerment, listening, valuing diversity, and acting as a role model for others.
- 4 year Bachelors Degree (Preferred)
- 3 or more years of experience (Preferred)
- This job has supervisory duties.
- In lieu of the above education requirements, an equivalent combination of education and experience may be considered.
- Call Center Management
- Coaching
- Customer Experience Management
- Performance Management (PM)
- Relationship Building
Shift C (India)
Recruiter Info Dipti Murudkar
Sourced from naukri
Skills
Customer ServiceCustomer Experiencecustomer satisfactioncontact centermeanpolicy administrationCall CenterGlobal OperationsoperationsAdministrationrelationship buildingAccountingrecruiterperformance management
About Allstate
Allstate Solutions
Insurance
7.0k+
employees
2012
14 years old
Bangalore / Bengaluru, Karnataka
US
₹13.4L PA avg
Avg at Allstate
About
With offices in Bangalore & Pune, we provide operations, technology, analytics and other IT-enabled services.
Industries
InsuranceFinancial ServicesAnalytics & KPO
Employee ratings
10 reviews
3.7/ 5
Culture
1.9
Career growth
1.9
Work-life
2.8
Employees rate it well for
Work-Life Balance39Company Culture37
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