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
The Customer Care Analyst III answers incoming calls as the initial contact point for Allstate Dealer Services for Dealerships, Lenders and Consumers. The role provides the first level of support/information and escalates calls to other departments when more specific assistance is required.
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Job Responsibilities
Real time monitor phone queues to ensure service levels are met.
Reporting daily for different area: attendance, KPI's and skills
Provide inputs and recommendations for schedules and skilling.
Adhoc reporting about future state of the business in terms of call volumes both actual trends and future, recommendations for staffing, and/or alternative skilling needs
Represent AB WFM regarding Verint for requests and conference calls.
Candidate must be able to work a schedule until 9 PM EST, Monday to Friday
Regular, predictable attendance is an essential function of this job.
Primary Skills -
Analyst experience in a call center environment
Operation/administrative experience with Avaya CMS, Verint workforce management
Must have excellent customer service skills and verbal/written communication skills.
Must have strong analytical and strong organizational skills.
Proficiency in all Microsoft products with emphasis in Excel and Power Point
Strong computer skills are required.
Bachelor's degree
Primary Skills
Customer Centricity, Digital Literacy, Inclusive Leadership, Learning Agility, Results-Oriented
Shift Time
Recruiter Info
Hiral Rughani [C]
hrugj@allstate.com
About Allstate
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.
The Allstate Corporation is one of the largest publicly held insurance providers in the United States. Ranked No. 84 in the 2023 Fortune 500 list of the largest United States corporations by total revenue, The Allstate Corporation owns and operates 18 companies in the United States, Canada, Northern Ireland, and India. Allstate India Private Limited, also known as Allstate India, is a subsidiary of The Allstate Corporation. The India talent center was set up in 2012 and operates under the corporation's Good Hands promise. As it innovates operations and technology, Allstate India has evolved beyond its technology functions to be the critical strategic business services arm of the corporation. With offices in Bengaluru and Pune, the company offers expertise to the parent organization's business areas including technology and innovation, accounting and imaging services, policy administration, transformation solution design and support services, transformation of property liability service design, global operations and integration, and training and transition.
Learn more about Allstate India here.