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Command Center Team Lead
Allstate
Northbrook, IL, United States
Job Details - this job has expired, please see similar jobs below
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
The Central Command Center Traffic Teamis accountable for real-time call center traffic delivery, service level and occupancy management and outage coordination. The Central Command operation is 24/7/365
The Traffic Team Leader II supervises the performance of the Traffic team to ensure service delivery in the contact center by monitoring and optimizing real-time contact routing and performance. The operation is 24x7x365.
• Provides guidance, executes real time changes between various locations in support of customer experience and client expectations in effort to achieve overall allocation strategy.
• Works with Traffic Consultants and Operations Coordinators to quickly identify changing allocation needs including training, client visit, etc.
• Contributes to the implementation of first notice of outage/system issue calls. Provides communications as needed and report out scope, severity and duration of event. Properly escalates internally as per guidelines in a timely and accurate manner.
• Contributes to steady communication during outage including establishing a bridge line in order to facilitate communication, gathering data in support of discovery and resolution, etc.
• Manages the accuracy of reporting as specified including intra-day production reporting, client based reporting, period reporting, and ad hoc reporting. Ensures timely distribution of reporting activity.
• Provides real-time recommendation to business regarding resource optimization including CSR skill based routing, call structure, delivery channel, technology based optimization, etc.
• Provides support to internal and external clients regarding staffing, service related issues, client launches and other ad-hoc tasks as required
• Provides ongoing feedback on performance and conducts development discussions with Traffic team staff.
• Uses subject matter expertise to provide coaching to less experienced employees to anticipate and prevent potential problems
Job Qualifications
• 3 years call center workforce management and/or supervisory experience
• Strong skill set in forecasting application(s) such as Workforce Management or IEX.
• Working knowledge of Avaya CMS/CentreVu and Business Objects desired
• Ability to execute multiple priorities in a diversified growth based business model
• Strong verbal and written communication skills
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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