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Team Lead - Customer Contact Center
Allstate
Irving, TX, United States
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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 Description
Encompass Insurance is one of the largest personal property and casualty insurance brands sold exclusively through a network of more than 3,000 independent agents in most states. With a legacy that dates back to 1897, Encompass employees and agents are committed to delivering a superior insurance experience for our customers. Encompass is a solely owned subsidiary of The Allstate Corporation (NYSE: ALL), the nation’s largest publicly held personal lines insurer.
Encompass is growth focused, looking to expand its presence throughout the country. We are seeking enthusiastic, creative, results-oriented people who thrive in a fast-paced environment and are passionate about serving customers and agencies. Encompass offers an exceptional career experience for our employees, with impactful work and exciting opportunities to make a difference. Join Encompass and you’ll be part of an exciting future.
Encompass is looking for talented individuals who thrive in a collaborative and challenging environment to join our Encompass Service Center in Irving, TX.
Job Family Summary
Provides direct people leadership, motivation and support to ensure customer satisfaction and positively influence the achievement of goals that drive growth and profitability for the organization.
Job Summary
Manage front-line associates within an Encompass contact center supporting the independent agent, policyholders and third parties. Responsible for the achievement of business results and goals, expense control, employee development, and employee morale while maximizing the department’s contributions to the Allstate Corporation
Key Responsibilities
Lead People
• Manages/leads front-line employees
• Conduct performance reviews, evaluates employee potential and recommends employee promotions, merit increases, or terminations
• Identifies employee development needs and recommends learning opportunities through education and job assignments
• Creates a positive and satisfying work environment through the use of recognition, empowerment, listening, valuing diversity, and acting as a role model for others
• Administers Human Resource guidelines and policies
• Interviews applicants and recommends hires
• Adapts way of influencing different people, recognizing different needs/motivation
• Work in a team environment that emphasizes diverse cultures
Drive Service Center Performance
• Establish and maintain production standards and measurement methods
• Review, monitor, and evaluate individual production and quality
• Develops strategies and objectives toward meeting unit goals and exceeding customer expectations.
• Identifies variances to planned performance, evaluations options and recommends/implements and makes changes as needed
Communication
• Creates and presents reports, documents, and information to front-line employees as necessary
• Develop and deliver formal and/or informal presentations
• Assist employees in interpreting information, understanding, and applying basic principles, policies and procedures
Lead/Manage Projects
• Leads projects of lower complexity
• Documents progress of project to include key measurement and opportunity areas
Problem Solving
• Identifies, clarifies and resolves complex problems within own work area
• Anticipates operational/program issues and develops preventative measures
Job Qualifications
Knowledge/Skills/Abilities/Experience
• College degree and/or prior management experience in a team oriented workplace
• Knowledge and understanding of insurance industry trends and environment
• Ability to resolve issues escalated by agents, field sales leaders and other business units
• Demonstrate basic analytical, business writing, and presentation skills
• Basic understanding of expense and resource management
• Intermediate written and verbal communication skills
• Excellent organizational management skills
• Must be able to pass the state Property & Casualty licensing exam
• Regular, predictable attendance is an essential function of this job
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.
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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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