Allstate
Call Center Manager
Posted on Dec 3 South Dakota, SD 517 views
At Allstate, great things happen when our people work together to protect families and their belongings from life鈥檚 uncertainties. And for more than 90 years our innovative drive has kept us a step ahead of our customers鈥� evolving needs. From advocating for seat belts, air bags and graduated driving laws, to being an industry leader in pricing sophistication, telematics, and, more recently, device and identity protection.聽
Job Description
This position is responsible for leading large/complex or cross-functional process redesign initiatives focused on developing new and substantially redesigned processes with an emphasis on achieving significant and breakthrough improvements in efficiency and quality. This role will work closely with management and establishes effective relationships across Allstate Benefits to build business capabilities.
Key Responsibilities
鈥� 4 year Bachelors Degree (Preferred)
Experience
鈥� 5 or more years of experience (Preferred)
Supervisory Responsibilities
鈥� This job does not have supervisory duties.
Education & Experience (in lieu)
鈥� In lieu of the above education requirements, an equivalent combination of education and experience may be considered.
Skills
Compensation
Compensation offered for this role is $78,600.00 - 142,275.00 annually and is based on experience and qualifications.
The candidate(s) offered this position will be required to submit to a background investigation.
Joining our team isn鈥檛 just a job 鈥� it鈥檚 an opportunity. One that takes your skills and pushes them to the next level. One that encourages you to challenge the status quo. And one where you can impact the future for the greater good. 聽
You鈥檒l do all this in a flexible environment that embraces connection and belonging. And with the recognition of several inclusivity and diversity awards, we鈥檝e proven that Allstate empowers everyone to lead, drive change and give back where they work and live.聽
Good Hands. Greater Together.
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.
For jobs in San Francisco, please click 鈥溾�� for information regarding the San Francisco Fair Chance Ordinance.
For jobs in Los Angeles, please click 鈥溾�� for information regarding the Los Angeles Fair Chance Initiative for Hiring Ordinance.
To view the 鈥淓EO is the Law鈥� poster click 鈥溾��. 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
To view the FMLA poster, click 鈥溾��. This poster summarizing the major provisions of the Family and Medical Leave Act (FMLA) and telling employees how to file a complaint.
It is the Company鈥檚 policy to employ the best qualified individuals available for all jobs. Therefore, any discriminatory action taken on account of an employee鈥檚 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.
Job Description
This position is responsible for leading large/complex or cross-functional process redesign initiatives focused on developing new and substantially redesigned processes with an emphasis on achieving significant and breakthrough improvements in efficiency and quality. This role will work closely with management and establishes effective relationships across Allstate Benefits to build business capabilities.
Key Responsibilities
Oversees the daily operations of the call center, ensuring exceptional customer service and team performance.
Recruit, train, and supervise call center staff.
Monitor and manage daily call center operations, including call volume, queue times, and service levels.
Analyze call center performance metrics and generate detailed reports.聽
Oversee the use of call center software and systems (Avaya).聽
Ensure that production systems/processes are being monitored
Ensure that a variety of solutions are analyzed, and the appropriate solution is implemented
Ensure that issues are researched comprehensively to determine root cause
Direct/Lead the effort to identify and resolve complex problems
Train and mentor junior team members
Represent functional area on large functional/cross-functional projects which are extremely complex to effectively communicate business needs
Assess technical/process impact of making complex business changes
Partner with other business areas to help develop/give input on system and/or process documentation
Consult in all phases of the system development life cycle
Actively participate in requirements elicitation sessions
鈥� 4 year Bachelors Degree (Preferred)
Experience
鈥� 5 or more years of experience (Preferred)
Supervisory Responsibilities
鈥� This job does not have supervisory duties.
Education & Experience (in lieu)
鈥� In lieu of the above education requirements, an equivalent combination of education and experience may be considered.
Skills
Compensation
Compensation offered for this role is $78,600.00 - 142,275.00 annually and is based on experience and qualifications.
The candidate(s) offered this position will be required to submit to a background investigation.
Joining our team isn鈥檛 just a job 鈥� it鈥檚 an opportunity. One that takes your skills and pushes them to the next level. One that encourages you to challenge the status quo. And one where you can impact the future for the greater good. 聽
You鈥檒l do all this in a flexible environment that embraces connection and belonging. And with the recognition of several inclusivity and diversity awards, we鈥檝e proven that Allstate empowers everyone to lead, drive change and give back where they work and live.聽
Good Hands. Greater Together.
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.
For jobs in San Francisco, please click 鈥溾�� for information regarding the San Francisco Fair Chance Ordinance.
For jobs in Los Angeles, please click 鈥溾�� for information regarding the Los Angeles Fair Chance Initiative for Hiring Ordinance.
To view the 鈥淓EO is the Law鈥� poster click 鈥溾��. 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
To view the FMLA poster, click 鈥溾��. This poster summarizing the major provisions of the Family and Medical Leave Act (FMLA) and telling employees how to file a complaint.
It is the Company鈥檚 policy to employ the best qualified individuals available for all jobs. Therefore, any discriminatory action taken on account of an employee鈥檚 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.
