Team Leader - Operations

Date Opened: Apr 10, 2024

Location: Bangalore, Karnataka, IN

Company: Allstate Insurance Company

Job Description

  • Lead a team of 15 to 20 Resources
  • Make 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
  • Conflict management and problem resolution skills in managing internal and external customer relationships
  • Audit calls/task and provide feedback to the claim handler on the production floor
  • Conduct voice interviews to identify trainable candidates

Job Responsibilities

•Manages/leads front-line employees 
•Ability to interact effectively, and coach others on interacting effectively, with internal or external customers and act with empathy
•Knowledge of problem solving and preparation of complex reports for analysis
•Ability to leverage learned technical skills in support of team objectives
•Assist leadership in achieving business unit objectives
•Skill in motivation, organization, training, coaching and facilitation of teamwork
•Ensures adherence to empathetic and responsive customer service in all transactions
•Recommend training and education programs to enhance associate’s knowledge and development

Primary Skills


Education and Experience:
•Bachelor’s Degree or equivalent experience
•Insurance domain certification (E.g., AINS , AIC etc.) will be preferred
•Prior experience in Voice process and a zeal to learn about Casualty
•Are known for clear and professional communication — both written and verbal

Functional Skills:
•Knowledge of insurance policy, coverage, and regulation
•Eye for Details and accurate preparation of data to assess value of the estimate
•Investigate, evaluate and identify requirements for the Claim basis the information provided
•Ability to utilize available Tools to capture information accurately


6-8 Years

Short Description