Call Center Manager

At Allstate, great things happen when our people work together to protect families and their belongings from life’s uncertainties. And for more than 90 years our innovative drive has kept us a step ahead of our customers’ evolving needs. From advocating for seat belts, air bags and graduated driving laws, to being an industry leader in pricing sophistication, telematics, and, more recently, device and identity protection. 

Job Description

This position is responsible for leading large/complex or cross-functional process redesign initiatives focused on developing new and substantially redesigned processes with an emphasis on achieving significant and breakthrough improvements in efficiency and quality. This role will work closely with management and establishes effective relationships across Allstate Benefits to build business capabilities.

Key Responsibilities

• Oversees the daily operations of the call center, ensuring exceptional customer service and team performance.

• Recruit, train, and supervise call center staff.

• Monitor and manage daily call center operations, including call volume, queue times, and service levels.

• Analyze call center performance metrics and generate detailed reports. 

• Oversee the use of call center software and systems (Avaya). 

• Ensure that production systems/processes are being monitored

• Ensure that a variety of solutions are analyzed, and the appropriate solution is implemented

• Ensure that issues are researched comprehensively to determine root cause

• Direct/Lead the effort to identify and resolve complex problems

• Train and mentor junior team members

• Represent functional area on large functional/cross-functional projects which are extremely complex to effectively communicate business needs

• Assess technical/process impact of making complex business changes

• Partner with other business areas to help develop/give input on system and/or process documentation

• Consult in all phases of the system development life cycle

• Actively participate in requirements elicitation sessions

Education

• 4 year Bachelors Degree (Preferred)

Experience

• 5 or more years of experience (Preferred)

Supervisory Responsibilities

• This job does not have supervisory duties.

Education & Experience (in lieu)

• In lieu of the above education requirements, an equivalent combination of education and experience may be considered.

Skills

Compensation

Compensation offered for this role is $78,600.00 - 142,275.00 annually and is based on experience and qualifications.

The candidate(s) offered this position will be required to submit to a background investigation.

Joining our team isn’t just a job — it’s an opportunity. One that takes your skills and pushes them to the next level. One that encourages you to challenge the status quo. And one where you can impact the future for the greater good.  

You’ll do all this in a flexible environment that embraces connection and belonging. And with the recognition of several inclusivity and diversity awards, we’ve proven that Allstate empowers everyone to lead, drive change and give back where they work and live. 

Good Hands. Greater Together.

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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