Operations Support Senior Manager

2 months ago

Springfield, Illinois, United States Allstate Insurance Company Full time

At Allstate, great things happen when our people work together to protect families and their belongings from lifes 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 Operations Support Senior Manager is responsible for managing the contact center lead program to maximize growth, forecasting and resource planning to achieve business plan objectives, improve routing and staffing efficiencies, and expense management. This includes partnering with leaders and AORs across the organization to ensure alignment to business strategy and initiatives.Key Responsibilities

Coaches and enables/empowers others to maximize their potential; encourages others to gain experience with success and failure

Responsible for selection, leadership, training, development, promotion, associate performance evaluation, counseling, continuous improvement, and discipline of assigned associates

Monitors and measures the performance of various initiatives and recommends changes, cost adjustments or resource additions, where necessary

Lead efforts to determine the value and performance of all leads and develop creative real-time call routing solutions to prioritize high value leads and maximize growth opportunities

Coordinates program management including strategy development, communication and analysis

Responsible for ongoing, consistent delivery of results in service level objectives, customer satisfaction, and program measurements

Oversee analysis and ongoing enhancements of performance indicators that identify key trends, and turn insight into actionable behaviors across the enterprise

Build and maintain statistical resource planning models to ensure appropriate resourcing of direct sales

Education

4 year Bachelors Degree (Preferred)

Experience

10 or more years of experience (Preferred)

Supervisory Responsibilities

This job has supervisory duties.

Education & Experience (in lieu)

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

#LI-RD1

Skills

Call Center, Communication, Customer Centricity, Digital Literacy, Inclusive Leadership, Leadership, Learning Agility, Results-Oriented

Compensation

Compensation offered for this role is $95, ,925.00 annually and is based on experience and qualifications.

The candidate(s) offered this position will be required to submit to a background investigation, which includes a drug screen.

Joining our team isnt just a job its 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.

Youll do all this in a flexible environment that embraces connection and belonging. And with the recognition of several inclusivity and diversity awards, weve 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.

For jobs in San Francisco, please click here for information regarding the San Francisco Fair Chance Ordinance.
For jobs in Los Angeles, please click here for information regarding the Los Angeles Fair Chance Initiative for Hiring Ordinance.

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 Companys policy to employ the best qualified individuals available for all jobs. Therefore, any discriminatory action taken on account of an employees 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.

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