Team Leader - Operations @ Reflective Customer

Job Description

Job Responsibilities Customer Service Makes and maintains a connection with the customer by understanding and meeting their needs; serves the customer with empathy; and follows up to ensure that customer needs have been met Manages, researches, and resolves complex and occasionally highly complex customer communications, concerns, conflicts or issues Reviews customer satisfaction results; recommends, designs, and implements personal and business unit action plans. Audit calls and provide feedback to the claim handler on the production floor Conduct voice interviews to identify trainable candidates Administration and Operational Management Identifies issues and potential solutions on all aspects of the claims business Gathers, analyzes and evaluates complex and occasionally highly complex claim processes or procedures; obtains facts and explains complex information Assists leadership in developing strategies of operational improvement Assists with establishing unit. goals/objectives Participates in the implementation of process improvement, operational performance and effectiveness programs and changes Develops and manages processes to ensure delivery of compassionate service that is fast, fair and easy Ensures adherence to empathetic and responsive customer service in all transactions Training - Develop and Deliver Participates in assessing unit needs for training and development Win input from more experienced Team Leads/FLB, provides coaching/mentoring and feedback and may lead training Knowledge/Skills/Abilities/Experience: Bachelors" degree is mandatory Ability to interact effectively, and coach others on interacting effectively, with internal or external customers and act with empathy Applies advanced knowledge of Subrogation, coverage, negotiation and/or arbitration skills and regulation Applies advanced knowledge of analytical procedures to reconcile, manipulate, and recognize patterns of data and advanced knowledge of problem solving and preparation of complex reports for analysis Applies advanced conflict management and problem resolution skills in managing internal and external customer relationships Should have spent a minimum of 6 months in a voice role within Allstate

Employement Category:

Employement Type: Full time
Industry: Others
Role Category: Customer Service (International)
Functional Area: Not Applicable
Role/Responsibilies: Team Leader - Operations

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Keyskills:   Customer Service Administration Operational Management Training Subrogation Negotiation Arbitration Conflict Management Problem Resolution Analytical Procedures