Salary $111,000 - $155,000 a year
Full job description
The world isn’t standing still, and neither is allstateWe’re moving quickly, looking across our businesses and brands and taking bold steps to better serve customers’ evolving needsThat’s why now is an exciting time to join our teamYou’ll have opportunities to take risks, challenge the status quo and shape the future for the greater good.
You’ll do all this in an environment of excellence and the highest ethical standards – a place where values such as integrity, inclusive diversity and accountability are paramountWe empower every employee to lead, drive change and give back where they work and liveOur people are our greatest strength, and we work as one team in service of our customers and communities.
Everything we do at allstate is driven by a shared purpose: to protect people from life’s uncertainties so they can realize their hopes and dreamsFor more than 89 years we’ve thrived by staying a step ahead of whatever’s coming next – to give customers peace of mind no matter what changes they faceWe acted with conviction to advocate for seat belts, air bags and graduated driving lawsWe help give survivors of domestic violence a voice through financial empowermentWe’ve been an industry leader in pricing sophistication, telematics, digital photo claims and, more recently, device and identity protectionWe are the good handsWe don’t follow the trendsWe set them.
A senior leader position that provides direction and guidance to frontline leaders in the service part of the customer service operations functionSupports the service delivery functions of allstate brand operations (abo) customer service, achieves goals around the customer experience and profitability by anticipating and interpreting internal and/or external business challenges and/or regulatory issues, imparting knowledge to maximize the growth and business performance of business partners and clients, and providing necessary interface amongst call center sites and other home office departmentsExecutes strategic initiatives related to service operationsResponsible for representing the business area in strategic planning activities with senior level executives.
Leads service operations division across identified locations, supporting strategy, providing direction, monitoring division performance, and formulating and implementing action plans.
Leads large scale programs, processes or projects that improve optimization, create capacity and improve overall customer and/or agency experience
Leads the execution of current performance results within the customer contact center (ccc) service operations organization while contributing efforts to enhance the customer experience.
Develops and delivers presentations that articulate findings and recommendations to facilitate executive decision making
Collaborates with cross functional areas to ensure integration around the execution of initiatives connected to the customer service experience
Provides communication and analysis that leads to actionable recommendations
Provides support and thought leadership around test and learn programs
Operational accountability – responsible for ongoing, consistent delivery of results in service level objectives, customer and agency satisfaction and program measurements
Manages kpi’s for teams in assigned functional areas for delivery and accountability to expectations
Influences leaders regarding innovative ideas and approaches and builds relationships to enhance the implementation of processes
Assists with change management and integration of various work streams within the organization
Collaborates and builds strong partnerships with cross-functional and regional teams to ensure integration around the launch of new initiatives to ensure most effective processes
Human capital– responsible for the selection and hiring, retention/turnover, continuous improvement, etcIn a large-scale call center environment
Establishes goal alignment and collaborates with functional areas to drive operational improvement
Answers complex inquiries requiring interpretation of policies procedures, rules, regulations and corporate direction
Leads others and is a role model for creative problem solving and enables others to challenge conventional processes or practices.
Implements programs, policies and procedures and communicates objectives to management, appropriate personnel.
Reviews and critiques projects, ensuring customer satisfaction and excellence in product/service delivery.
Site leader responsible for coordinating delivery of shared programs
Adheres to laws/regulations or to sarbanes-oxley requirements
College degree preferred or applicable work experience
10+ years overall business experience
Change management knowledge and experience
Leadership skills to define strategy and influence stakeholders to gain alignment toward desired expectations / benefits.
Is proactive and an effective consensus builder among stakeholders/interested parties.
Ability to analyze data in an objective manner supporting fact based decision making.
Ability to work within a leadership team developing joint accountability for delivery.
Strong business knowledge, leadership and general management skills required, along with experience and expert ability within sales/service systems leadership
Effectively lead and collaborate across boundaries to implement decisions and/or initiatives in an integrated manner;
Possesses advanced working knowledge of processes, policies, and procedures relevant to sales and service operations
Proven and verifiable success in process improvement – identification, prioritization and implementation
Possess expert oral/written communication skills
Resolves complex situations through ideas and creative/innovative management
Effectively facilitate group interactions and possess corporate/business savvy
The compensation range for this position is $111,000 to $155,000 per year and includes a bonus, based on experience and qualifications.
The candidate(s) offered this position will be required to submit to a background investigation, which includes a drug screen.
Good workGood lifeGood hands®.
As a fortune 100 company and industry leader, we provide a competitive salary – but that’s just the beginningOur 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 policyFor a full description of allstate’s benefits, visit allstate.jobs/benefits/
Learn more about life at allstateConnect with us on twitter, facebook, instagram and linkedin or watch a video.
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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