Team Lead

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.

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.

• Leads will be expected to perform daily audits and manage production activities (15-30 mins). The expectation and role responsibilities should be clearly communicated during screening.
• Candidates should be flexible with any shifts.
• Carefully assess candidates for people management capabilities. Candidates should have a minimum of 3 years of on-paper Team Lead experience.
• We can look at blended experience, provided communication skills are excellent.
• Preferred domain Any
• .

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.

Annapurna Jha