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
Allstate Direct Phone Sales (DPS) drives profitable growth for Direct customers through contact center and chat channels by optimizing direct sales lead pathways, delivering on exceptional sales experiences and focusing on new business retention efforts.
We are a rapidly growing the DPS organization with a commitment to creating exceptional customer experiences and empowering our employees to achieve their best. As we continue to scale, we're seeking an Employee Success Director to take the lead in managing our high-volume new hire onboarding strategy and operation, while overseeing key areas of quality, performance, and employee engagement. This role will be a cornerstone in driving the future success of our teams and ensuring that our employees are equipped to thrive in a fast-paced environment.
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As the Employee Success Director, you will play a key role in aligning our new hire onboarding process with company goals, driving employee engagement, ensuring operational excellence, and enhancing the customer experience. This leader will manage a diverse team across Quality, Sales Consultants, Performance Coaches, Engagement, Operations, and Program functions, all while driving a results-driven, collaborative approach to employee success. This role will require a highly collaborative leader to partner across the Talent Acquisition, Learning & Development and Operations teams to drive successful outcomes across the function.
KEY RESPONSIBILITIES
- Direct and manage the new hire onboarding function, ensuring it is scalable, efficient, and aligned with company growth and profit goals. Formulate and implement strategies to create an engaging, seamless onboarding experience resulting in positive employee experience and success.
- Operationally lead a team of people leaders who are accountable for the coaching, development and performance of new sales associates within their first 4 months of tenure.
- Take an integrated approach to ensure that all employee success initiatives align with business objectives and company goals. Leverage business knowledge and analytics to inform decision-making and drive alignment with broader organizational priorities.
- Lead cross-functional collaboration, setting operational parameters and ensuring seamless cooperation across departments to drive employee success and business outcomes.
- Oversee quality assurance efforts to ensure all sales and customer interactions meet or exceed company standards. Work with the Quality team to consistently evaluate and improve customer satisfaction and overall experience.
- Drive employee engagement by creating strategies that foster a positive work environment, while also ensuring that retention efforts align with company growth objectives.
- Lead and mentor a team of Sales Consultants, Performance Coaches, Engagement specialists, and Operations staff, fostering a high-performance culture and driving consistent results through coaching and development.
- Provide recommendations related to expenses and resource allocation, ensuring alignment with current and future financial plans. Manage budgets and resources efficiently to maximize impact.
- Develop and present business cases for key initiatives, influencing leadership and key stakeholders to take recommended actions that align with organizational goals.
- Act as a key driver in removing obstacles and overcoming challenges within teams, ensuring smooth cooperation and collaboration across functions.
- Focus on achieving measurable outcomes and driving results by building and maintaining effective relationships across teams, ensuring alignment, and fostering a culture of success.
FUNCTIONAL SKILLS
- Experiencing managing the success of high volume call centers required.
- Demonstrated ability to understand complex business dynamics and performance metrics.
- Experience in leading cross-functional teams and collaborating across departments to achieve shared goals
- Excellent interpersonal and communication skills, with ability to influence, collaborate, and gain alignment across teams and leadership
- Ability to leverage analytics to support decision-making and formulate strategies aligned with business priorities
SUPERVISORY RESPONSIBILITIES
- This job has supervisory duties.
EDUCATION AND EXPERIENCE
- 12+ years of experience in a leadership role with a high-volume sales or customer service organization
- 4 year Bachelors Degree (Preferred)
- In lieu of the above education requirements, an equivalent combination of education and experience may be considered.
Skills
Call Center Management, Employee Experience, Employee Retention, Learning and Development (L&D), Professional Collaboration, Recruitment Strategy, Sales Management, Strategy Development, Team Success, Training and Development
Compensation
Compensation offered for this role is $171,000.00 - 230,250.00 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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To view the 'EEO is the Law' poster click 'here'. This poster provides information concerning the laws and procedures for filing complaints of violations of the laws with the Office of Federal Contract Compliance Programs
To view the FMLA poster, click 'here'. This poster summarizing the major provisions of the Family and Medical Leave Act (FMLA) and telling employees how to file a complaint.
It is the Company's policy to employ the best qualified individuals available for all jobs. Therefore, any discriminatory action taken on account of an employee's ancestry, age, color, disability, genetic information, gender, gender identity, gender expression, sexual and reproductive health decision, marital status, medical condition, military or veteran status, national origin, race (include traits historically associated with race, including, but not limited to, hair texture and protective hairstyles), religion (including religious dress), sex, or sexual orientation that adversely affects an employee's terms or conditions of employment is prohibited. This policy applies to all aspects of the employment relationship, including, but not limited to, hiring, training, salary administration, promotion, job assignment, benefits, discipline, and separation of employment.