Allstate · 8 hours ago
Call Center Customer Care Manager (Hybrid work - Scottsdale, AZ 85256)
Scottsdale Riverwalk Mtf
Full-time
Hybrid
Mid, Senior Level
$70K/yr - $80K/yr
4+ years expAllstate Identity Protection, a subsidiary of The Allstate Corporation, is dedicated to safeguarding customers from online threats. The Customer Care Manager will lead a team focused on high-quality customer interactions and manage various service fulfillment activities, ensuring compliance with operational policies and enhancing customer satisfaction.
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Responsibilities
Lead and manage a team of 6–10 frontline call center agents: Set clear performance expectations, assign daily tasks, and monitor individual and team metrics to ensure service standards are met
Coach new and existing team members and be a resource on AIP’s products and services: Provide regular training sessions, share best practices, and conduct one-on-one coaching to improve team expertise in resolving identity theft cases
Support and implement effective policies and procedures: Help draft, update, and communicate operational policies; ensure all team members are trained and compliant; regularly review processes to meet SLAs and improve efficiency
Collaborate within the division to determine operational strategies: Participate in needs assessments and data analysis (e.g., capacity planning) and contribute to strategic planning meetings to optimize resource allocation
Support the full recruitment cycle, including interviewing, selecting, and onboarding new team members to build a high-performing team
Train employees and deliver performance reviews: Schedule and conduct training sessions on service standards and core competencies; complete annual and quarterly performance evaluations
Effectively resolve escalated issues: Act as the escalation point for complex customer problems, investigate root causes, and implement solutions to ensure customer satisfaction
Maintain security of customers/participants: Enforce data protection protocols, monitor compliance, and respond promptly to any security incidents or breaches
Collaborate with other leaders in the company to reach corporate goals, and service our internal customers to support the need for client retention and growth: Attend cross-functional meetings, share insights, and align team objectives with broader organizational priorities
Other related duties as assigned
Qualification
Required
Minimum High School Diploma or GED
4+ years of overall experience managing people in the service industry
2+ years of progressive experience in call center/contact center
Proficiency with call center software
Proficiency with CRMs (Salesforce or similar) and ticketing systems (Zendesk or similar)
Proactive leadership style with a practical and common-sense approach to problem solving
Strong analytical skills: comfortable with metrics, dashboards, trend analysis, and using data to drive decisions
Excellent verbal, written communication and presentation skills
Works well independently and in a team environment
Preferred
Associates/bachelor's degree
2+ years of experience managing a call center customer service team
Expertise with identity theft policies, regulations, and understanding rapidly changing industry trends
Salesforce CRM experience
Experience with AI tools in customer engagement
Proficiency in customer service best practices and conflict resolution techniques for call center personnel
Experience with Call Center and workforce management tools
Benefits
$80/ month connectivity stipend
Up to 20 days per year PTO
9 national holidays
Medical/dental/vision with HRA/FSAs
Other benefits
Company
Allstate
Allstate is an insurance company that offers car, home, and life insurance services. It is a sub-organization of Allstate.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$500M2024-06-24Post Ipo Debt· $500M
2014-01-13Post Ipo Equity
1993-06-11IPO
Leadership Team
Jonathan Adkisson
SVP & General Manager - Direct Distribution
Guy Hill
Executive Vice President, Product Management
Recent News
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