AB-Customer Svc-Assoc Team Ld I
- Employer
- Allstate Insurance Company
- Location
- Jacksonville, Florida
- Salary
- Not Specified
- Closing date
- Sep 23, 2019
View more
- Category
- Customer Service
- Job Type
- Not Specified
- Career Level
- Not Specified
Job Details
Where good people build rewarding careers.
Think that working in the insurance field can’t be exciting, rewarding and challenging? Think again. You’ll help us reinvent protection and retirement to improve customers’ lives. We’ll help you make an impact with our training and mentoring offerings. Here, you’ll have the opportunity to expand and apply your skills in ways you never thought possible. And you’ll have fun doing it. Join a company of individuals with hopes, plans and passions, all using and developing our talents for good, at work and in life.
Job Summary
The Customer Care Center provides customer service support, via the telephone to policyholders, agents and brokers regarding organizational products and practice by providing prompt, efficient, accurate and high quality customer service in a courteous and professional manner.
The Associate Team Leader functions as a supervisor and manages front-line associates/units in order to achieve business performance results and goals of customer service, employee development, and morale for the Allstate Benefits Contact Center, while maximizing the department’s contributions to the Allstate Corporation.
Job Description
Key Responsbiities
Manages Human Resources
•Implements the Performance Management and Progressive Discipline Processes
•Interviews and selects job candidates
•Identifies employee development needs and recommends learning opportunities through education and job assignments
•Implements Allstate Human Resource Guidelines
•Completes Human Resources related administrative tasks
Achieves Standards of Productivity/Quality/Timeliness through the Effective Use of People
•Utilize Verint Impact 360 call monitoring program to listen, measure and evaluate calls
•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
•Develop a plan to effectively hold Quality Specialists accountable to scorecard performance
•Assure that the team adheres to regulatory compliance and corporate performance standards
•Prepare and maintain Customer Feedback, speech analytics and call reporting for all call centers as required
Communicates Information
•Provides information to employees and management, participates in meetings, and creates reports, proposals and business cases
•Creates/presents reports, documents, and presentations to front-line employees as necessary
•Articulate departmental goals and the relationship to team and individual goals
Customer
•Resolve a high volume of complex and escalated inquiries from internal and external customers
•Oversee and address complex customer issues
•Communicates virtually with Allstate Benefit AOR’s to meet employee’s needs
Other duties
•Initiate recommendations for training as well as look for constructive and creative ways to improve team performance
•Build strong relationship with peers in Claims, Workforce Management and Premium Administration
Job Qualifications
• College degree preferred
• Speech analytics and project management preferred
• 2 to 3 years operation/administrative experience with Quality Monitoring programs (Verint preferred)
• Minimum 1 year of leadership experience supervising employees in a customer service call center environment desired
• Advanced skills in Microsoft Office, primarily Excel and Word
• Excellent communication skills (both oral and written)
• Demonstrate competency in all management functions with minimal guidance or direction
• Demonstrates the ability to be a strategic thinker, who routinely creates and executes process improvements
• Ability to align team performance for customer focus and success
Hours
Monday - Friday 11:00 AM - 8:00 PM EST
No weekends!
The candidate(s) offered this position will be required to submit to a background investigation, which includes a drug screen.
Good Work. Good Life. Good Hands®.
As a Fortune 100 company and industry leader, we provide a competitive salary – but that’s just the beginning. Our Total Rewards package also offers benefits like tuition assistance, medical and dental insurance, as well as a robust pension and 401(k). Plus, you’ll have access to a wide variety of programs to help you balance your work and personal life -- including a generous paid time off policy.
Learn more about life at Allstate. Connect with us on Twitter, Facebook, Instagram and LinkedIn or watch a video.
Allstate generally does not sponsor individuals for employment-based visas for this position.
Effective July 1, 2014, under Indiana House Enrolled Act (HEA) 1242, it is against public policy of the State of Indiana and a discriminatory practice for an employer to discriminate against a prospective employee on the basis of status as a veteran by refusing to employ an applicant on the basis that they are a veteran of the armed forces of the United States, a member of the Indiana National Guard or a member of a reserve component.
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To view the “EEO is the Law” poster click “here”. This poster provides information concerning the laws and procedures for filing complaints of violations of the laws with the Office of Federal Contract Compliance Programs
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It is the Company’s policy to employ the best qualified individuals available for all jobs. Therefore, any discriminatory action taken on account of an employee’s ancestry, age, color, disability, genetic information, gender, gender identity, gender expression, sexual and reproductive health decision, marital status, medical condition, military or veteran status, national origin, race (include traits historically associated with race, including, but not limited to, hair texture and protective hairstyles), religion (including religious dress), sex, or sexual orientation that adversely affects an employee's terms or conditions of employment is prohibited. This policy applies to all aspects of the employment relationship, including, but not limited to, hiring, training, salary administration, promotion, job assignment, benefits, discipline, and separation of employment.
Company
- Website
- https://www.allstate.com/
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