Associate Team Leader

The Allstate Corporation is the largest publicly held personal lines property and casualty insurer in America. Allstate was founded in 1931 and became a publicly traded company in 1993. Allstate offers car insurance, home, property, condo and renters insurance, plus insurance for recreational vehicles like motorcycles, boats and more.

This position will lead a unit in the Contact Center at our Lincoln Campus. The Associate Team Lead will provide direct people leadership, motivation, and support to positively influence the accomplishment of goals, maximize growth, and contribute to overall company effectiveness.

Lead People * Lead by example to create a high performing unit that focuses on being consumer centric in a positive and high morale environment * Motivate employees to achieve high levels of performance and customer service. * Determine job requirements, including skills and abilities, interview and hire new employees; evaluate employee performance and prepare performance evaluations. * Coach, mentor, and manage staff on Contact Center expectations and goals, performance management, and quality. **Communicates Information** * Communicate clearly and timely to staff, peers and Sr. Leaders in both verbal and written formats. * Lead and implement appropriate change management initiatives. * Identify training needs; assist with coordination of training; evaluate and track employee progress in training programs. * Effectively handle escalated cases by balancing customer expectations with business objectives * Work with other areas in the organization to address problems, create efficiencies, and meet the business goals. **Develop and Coordinate Workflow** * Coordinate unit workflow through partnering with Workflow Management, establishing procedures and performance standards, assigning job responsibilities, and assisting with forecasting analysis. * Prepare accurate reports and appropriate action plans, and detailing work condition as necessary. * Review documents and department practices for adherence to company policies, completeness, compliance, consistency and necessary approvals. * Work and Lead to achieve department goals with a focus on the customer

* Prefer prior coaching, escalated call handling or training experience * Prefer Life Insurance knowledge and/or experience * Prefer Bachelor’s Degree or Insurance Designations * Prefer experience in a call center environment with increased responsibilities * Prior experience supervising in a call center environment a plus * Requires ability to lead a team successfully * Requires excellent organization skills, and the ability to motivate self and others toward a common goal * Requires excellent communication skills, both verbal and written * Requires self-motivation and problem-solving skills * Requires ability to learn from others, deal effectively with ambiguity and change, and ability to adapt appropriately to a range of situations * Requires a strong commitment to providing exceptional customer service * Able to work a 9:30 am - 6:00 pm shift on a mandatory rotation, as frequently as once per week if necessary