Job Description

Responsible for managing the operational workflow, coaching and developing frontline specialists, and promoting exceptional customer satisfaction to frontline specialists. Understands contact center metrics and implementation of strategic goals and processes.

Key Responsibilities

- Serve as mentor leader to recent 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

Education

- Bachelors Degree (Preferred)

Experience

- 8-12 years of experience.
- Minimum 2 years of experience managing a non voice team.
- Domain Knowledge- PC insurance preferred
- Process- Non Voice experience

Supervisory Responsibilities

- This job has supervisory duties

Primary Skills

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

📌 Customer Service Team Lead I ( Non voice ) (Karnataka)
🏢 Allstate Insurance
📍 Karnataka