Allstate
Customer Service Team Lead I ( Voice Process)
Key aspects of the role:
- Drive sales growth by engaging with interested prospective customers- all while working remote
- No cold calling— Connect through inbound calls and proactive outbound calls with active insurance shoppers
- Enjoy competitive compensation with a base salary + uncapped performance-based incentives
- Sell reputable products from Allstate and our family of brands
Role overview
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
Responsible for managing the operational workflow, coaching and developing frontline specialists, and promoting exceptional customer satisfaction to frontline specialists. Understands contact center metrics and implementation of strategic goals and processes
Customer Service
- Makes 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
- Reviews customer satisfaction results; recommends, designs, and implements personal and business unit action plans. Audit calls and provide feedback to the claim handler on the production floor
- Conduct voice interviews to identify trainable candidates
Administration and Operational Management
- Identifies issues and potential solutions on all aspects of the claims business
- Gathers, analyses and evaluates complex and occasionally highly complex claim processes or procedures; obtains facts and explains complex information
- Assists leadership in developing strategies of operational improvement
- Assists with establishing unit goals/objectives
- Participates in the implementation of process improvement, operational performance and effectiveness programs and changes
- Develops and manages processes to ensure delivery of compassionate service that is fast, fair and easy
- Ensures adherence to empathetic and responsive customer service in all transactions.
Training – Develop and Deliver
- Participates in assessing unit needs for training and development
- Win input from more experienced Team Leads/FLB, provides coaching/mentoring and feedback and may lead training
Knowledge/Skills/Abilities/Experience:
- Bachelors' degree in related field preferred or equivalent experience
- Ability to interact effectively, and coach others on interacting effectively, with internal or external customers and act with empathy
- Applies advanced knowledge of Subrogation, coverage, negotiation and/or arbitration skills and regulation
- Applies advanced knowledge of analytical procedures to reconcile, manipulate, and recognize patterns of data and advanced knowledge of problem solving and preparation of complex reports for analysis
- Applies advanced conflict management and problem resolution skills in managing internal and external customer relationships
Experience :
8-15 years and 3 to 4 years of people management experience preferably managing voice or blended teams.
Primary Skills
Call Center Management, Coaching, Coaching Others, Customer Experience Management, Give Feedback, Leadership, People Management, Performance Management (PM), Property & Casualty Insurance, Relationship Building, Subrogation Claims, Team Management, Voice Processing
Shift Time
Shift C (India)
Recruiter Info
Dipti Murudkar
dsudh@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. One where you can shape the future of protection while supporting causes that mean the most to you. Joining our team means being part of something bigger – a winning team making a meaningful impact.
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.
Keys to Success
At Allstate, it’s all about teamwork, flexibility, and thinking ahead. We all contribute to the bigger picture, combining unique ideas to design innovative, more affordable protection solutions for customers.
We look for candidates with these skills to help us achieve that goal:
Learning agility
Quickly adapt to new situations, continually build new skills, experiment, and embrace new ways of doing things
Customer centricity
Deliver exceptional experience with a customer-first mindset and human-centered design
Digital literacy
Discover and apply emerging digital technology tools, data and insights.
Results-oriented
Start with measurable outcomes and drive results with speed
Inclusive leadership
Integrate diverse viewpoints into decision-making processes to enhance creativity and innovation
Together, we’re all working toward Our Shared Purpose, using our strengths to make a real difference for our people, our customers, our company, and the world around us.
Working in Sales
What We Do:
As an expert on our products and services, you can give customers personalized attention and innovative solutions to make their lives easier.
How We Support You:
Starting day one, you’ll have access to resources and incentives to keep you feeling challenged and excited about your careers.
Make An Impact:
As a member of our sales team, you’ll bring a sense of ease and support to customers looking for a better understanding of their protection options. Whether in the field or talking to customers over the phone, you’ll continue to build trust in who we are and what we do.
Working together
You’re in Good Hands® is more than a promise we make to our customers. It’s a promise we make to our employees, too.
We want you to love where you work. That starts with the freedom to be yourself. Our workplace flexibility and focus on individuality means everyone is seen, heard and respected.
When you join us, you’ll have the opportunity to push your skills to the next level with access to development programs to support your career aspirations – whatever that means for you. Because as you learn and grow, so do we.
Working here also means getting the chance to make a real impact in your community. We have been driving change for over 90 years, but the mark we leave on the world can be even greater when we work together.
Role overview
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
Responsible for managing the operational workflow, coaching and developing frontline specialists, and promoting exceptional customer satisfaction to frontline specialists. Understands contact center metrics and implementation of strategic goals and processes
Customer Service
- Makes 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
- Reviews customer satisfaction results; recommends, designs, and implements personal and business unit action plans. Audit calls and provide feedback to the claim handler on the production floor
- Conduct voice interviews to identify trainable candidates
Administration and Operational Management
- Identifies issues and potential solutions on all aspects of the claims business
- Gathers, analyses and evaluates complex and occasionally highly complex claim processes or procedures; obtains facts and explains complex information
- Assists leadership in developing strategies of operational improvement
- Assists with establishing unit goals/objectives
- Participates in the implementation of process improvement, operational performance and effectiveness programs and changes
- Develops and manages processes to ensure delivery of compassionate service that is fast, fair and easy
- Ensures adherence to empathetic and responsive customer service in all transactions.
Training – Develop and Deliver
- Participates in assessing unit needs for training and development
- Win input from more experienced Team Leads/FLB, provides coaching/mentoring and feedback and may lead training
Knowledge/Skills/Abilities/Experience:
- Bachelors' degree in related field preferred or equivalent experience
- Ability to interact effectively, and coach others on interacting effectively, with internal or external customers and act with empathy
- Applies advanced knowledge of Subrogation, coverage, negotiation and/or arbitration skills and regulation
- Applies advanced knowledge of analytical procedures to reconcile, manipulate, and recognize patterns of data and advanced knowledge of problem solving and preparation of complex reports for analysis
- Applies advanced conflict management and problem resolution skills in managing internal and external customer relationships
Experience :
8-15 years and 3 to 4 years of people management experience preferably managing voice or blended teams.
Primary Skills
Call Center Management, Coaching, Coaching Others, Customer Experience Management, Give Feedback, Leadership, People Management, Performance Management (PM), Property & Casualty Insurance, Relationship Building, Subrogation Claims, Team Management, Voice Processing
Shift Time
Shift C (India)
Recruiter Info
Dipti Murudkar
dsudh@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. One where you can shape the future of protection while supporting causes that mean the most to you. Joining our team means being part of something bigger – a winning team making a meaningful impact.
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.
Keys to Success
At Allstate, it’s all about teamwork, flexibility, and thinking ahead. We all contribute to the bigger picture, combining unique ideas to design innovative, more affordable protection solutions for customers.
We look for candidates with these skills to help us achieve that goal:
Learning agility
Quickly adapt to new situations, continually build new skills, experiment, and embrace new ways of doing things
Customer centricity
Deliver exceptional experience with a customer-first mindset and human-centered design
Digital literacy
Discover and apply emerging digital technology tools, data and insights.
Results-oriented
Start with measurable outcomes and drive results with speed
Inclusive leadership
Integrate diverse viewpoints into decision-making processes to enhance creativity and innovation
Together, we’re all working toward Our Shared Purpose, using our strengths to make a real difference for our people, our customers, our company, and the world around us.
Working in Claims
What We Do:
Your ability to quickly and calmly make smart decisions can make a huge difference in how confident customers feel throughout the claims process. And as you support our customers, we’re there to support you.
How We Support You:
We empower your success starting day one. You’ll have access to everything you need to grow professionally while helping our customers get their lives back on track.
Make An Impact:
Helping customers with their claims is about learning their stories, not just processing their paperwork. You can take pride in the fact that you’re providing invaluable guidance and helping to build continued trust in our company.
Working together
You’re in Good Hands® is more than a promise we make to our customers. It’s a promise we make to our employees, too.
We want you to love where you work. That starts with the freedom to be yourself. Our workplace flexibility and focus on individuality means everyone is seen, heard and respected.
When you join us, you’ll have the opportunity to push your skills to the next level with access to development programs to support your career aspirations – whatever that means for you. Because as you learn and grow, so do we.
Working here also means getting the chance to make a real impact in your community. We have been driving change for over 90 years, but the mark we leave on the world can be even greater when we work together.
Role overview
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
Responsible for managing the operational workflow, coaching and developing frontline specialists, and promoting exceptional customer satisfaction to frontline specialists. Understands contact center metrics and implementation of strategic goals and processes
Customer Service
- Makes 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
- Reviews customer satisfaction results; recommends, designs, and implements personal and business unit action plans. Audit calls and provide feedback to the claim handler on the production floor
- Conduct voice interviews to identify trainable candidates
Administration and Operational Management
- Identifies issues and potential solutions on all aspects of the claims business
- Gathers, analyses and evaluates complex and occasionally highly complex claim processes or procedures; obtains facts and explains complex information
- Assists leadership in developing strategies of operational improvement
- Assists with establishing unit goals/objectives
- Participates in the implementation of process improvement, operational performance and effectiveness programs and changes
- Develops and manages processes to ensure delivery of compassionate service that is fast, fair and easy
- Ensures adherence to empathetic and responsive customer service in all transactions.
Training – Develop and Deliver
- Participates in assessing unit needs for training and development
- Win input from more experienced Team Leads/FLB, provides coaching/mentoring and feedback and may lead training
Knowledge/Skills/Abilities/Experience:
- Bachelors' degree in related field preferred or equivalent experience
- Ability to interact effectively, and coach others on interacting effectively, with internal or external customers and act with empathy
- Applies advanced knowledge of Subrogation, coverage, negotiation and/or arbitration skills and regulation
- Applies advanced knowledge of analytical procedures to reconcile, manipulate, and recognize patterns of data and advanced knowledge of problem solving and preparation of complex reports for analysis
- Applies advanced conflict management and problem resolution skills in managing internal and external customer relationships
Experience :
8-15 years and 3 to 4 years of people management experience preferably managing voice or blended teams.
Primary Skills
Call Center Management, Coaching, Coaching Others, Customer Experience Management, Give Feedback, Leadership, People Management, Performance Management (PM), Property & Casualty Insurance, Relationship Building, Subrogation Claims, Team Management, Voice Processing
Shift Time
Shift C (India)
Recruiter Info
Dipti Murudkar
dsudh@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. One where you can shape the future of protection while supporting causes that mean the most to you. Joining our team means being part of something bigger – a winning team making a meaningful impact.
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.
Keys to Success
At Allstate, it’s all about teamwork, flexibility, and thinking ahead. We all contribute to the bigger picture, combining unique ideas to design innovative, more affordable protection solutions for customers.
We look for candidates with these skills to help us achieve that goal:
Learning agility
Quickly adapt to new situations, continually build new skills, experiment, and embrace new ways of doing things
Customer centricity
Deliver exceptional experience with a customer-first mindset and human-centered design
Digital literacy
Discover and apply emerging digital technology tools, data and insights.
Results-oriented
Start with measurable outcomes and drive results with speed
Inclusive leadership
Integrate diverse viewpoints into decision-making processes to enhance creativity and innovation
Together, we’re all working toward Our Shared Purpose, using our strengths to make a real difference for our people, our customers, our company, and the world around us.
Working together
You’re in Good Hands® is more than a promise we make to our customers. It’s a promise we make to our employees, too.
We want you to love where you work. That starts with the freedom to be yourself. Our workplace flexibility and focus on individuality means everyone is seen, heard and respected.
When you join us, you’ll have the opportunity to push your skills to the next level with access to development programs to support your career aspirations – whatever that means for you. Because as you learn and grow, so do we.
Working here also means getting the chance to make a real impact in your community. We have been driving change for over 90 years, but the mark we leave on the world can be even greater when we work together.
Benefits
Experience the benefits that make Allstate a great place to work.
*Benefits vary based on position.
Health
- Medical, dental and vision coverage
- HSAs and FSAs
- Wellbeing programs
- Free therapy sessions
Retirement
- 401(k) plan
- Pension plan
- Free financial counseling
Work-life balance
- Paid time off
- Work flexibility
Career development
- Talent shares
- Tuition reimbursement
- Learning opportunities
For a full description of Allstate’s benefits visit our benefits page
Start making a difference
Realize your full potential by doing
work that matters.
Grow your career in meaningful ways.
We want to make sure you have every opportunity to grow, explore new horizons and follow your passion in a meaningful career. It’s an exciting time to join Allstate. Help us shape the future.
Ryan / 8 years with Allstate
Business Architect Lead Consultant
June 2025 – Present
Anthony / 11 years with Allstate
New Agent Leader- EA Channel
February 2026 – Present
Michael / 25 years with Allstate
Property Delivery Director
2023 – Present/Remote
Bree / 11 years with Allstate
Unrepresented Bodily Injury Adjuster
December 2022 – Present
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