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
Empower teams, enhance customer experiences, and drive excellence-coach and guide our contact center professionals to success!
Under minimal direction provides reviews on product knowledge and customer care call coaching to employees to achieve adherence to customer interaction standard processes, transactional accuracy guidelines, regulatory compliance, and company policies in the contact centers. Provide verbal and written feedback regarding accuracy and competencies to employees and leadership.
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Key Responsibilities
Able to influence and educate by setting the example, providing direction and generally raising the level of performance of others while on the job
Builds and maintains client relationships
Take calls to maintain personal proficiency and to support office level goals
Provides review updates on quality and/or timeliness expectations
Provides feedback to peers and leaders
Identifies trends and assists with specific training needs as requested
Ensures timely reviews occur
Facilitates training for new hires and rotational employees as required
Attends and presents at calibration meetings to achieve consistency in the review process
Education
4 year Bachelors Degree (Preferred)
Experience
0-2 years experience (Preferred)
Fully Bilingual in English and Spanish (Required)
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
Call Center, Give Feedback, Quality Control (QC), Regulatory Compliance
Compensation
Compensation offered for this role is $18.17 - 30.36 per hour 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.