Business Support Specialist working in administration under the Retail & Hospitality Operations Manager. Ensuring client KPIs and SLAs are met while maintaining effective processes.
About the role
- Customer Care Manager leading a team of call center agents to ensure high-quality customer interactions at Allstate Identity Protection. Overseeing management and operational strategies for customer care.
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.
Requirements
- 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 Education and Experience 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.
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