Customer Service Team Lead I

Responsibilities

• Manage operational workflow and direct front-line employees to ensure unit goals are met
• Coach and develop frontline specialists, providing direction and monitoring performance
• Conduct performance reviews and evaluate employee potential for promotions or merit increases
• Identify training needs and coordinate with the Education/Training Division
• Interview applicants and provide hiring recommendations
• Establish and communicate job performance standards and work procedures
• Make recommendations for process improvements and cost-saving opportunities
• Manage a team of Voice team members handling both inbound and outbound calls
• Create a positive work environment through recognition, empowerment, and inclusive leadership

Requirements

• 3 or more years of experience in a professional environment (preferred)
• Experience in Call Center Management and Performance Management
• Proven ability in Coaching and Relationship Building
• Strong Customer Experience Management skills

Preferred Qualifications

• 4-year Bachelor's Degree

Benefits

• Medical, dental, and vision coverage
• HSAs and FSAs
• Wellbeing programs and free therapy sessions
• 401(k) and pension plans
• Paid time off and work flexibility
• Tuition reimbursement and learning opportunities

About the Company

Allstate is one of the largest publicly held insurance providers in the United States. For over 90 years, Allstate has been an industry leader, innovating through pricing sophistication, telematics, and identity protection to help protect families from life's uncertainties.