Allstate Canada

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Ontario, BC

Allstate Canada

0.5

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4.0

4.5

5.0

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Ontario, BC

Senior Manager, Contact Center

Ontario, Canada (view on map)

Posted 29 days ago

Job Description

Who is Allstate:

Allstate Insurance Company of Canada is a leading home and auto insurer focused on providing its customers prevention and protection products and services for every stage of life. The company is proud to have been named a Best Employer in Canada for nine consecutive years and prioritizes supporting employees and fostering an inclusive, welcoming corporate culture. Allstate is committed to making a positive difference in the communities in which it operates through partnerships with charitable organizations, employee giving and volunteerism. Serving Canadians since 1953, Allstate strives to provide reassurance with its "You’re in Good Hands®" promise.

Through our Employee Value Proposition, Opportunity, Flexibility, Community, Diversity and Family, we have worked hard to develop and nurture a culture where employees feel valued, experience personal growth, have career options and truly enjoy the work they do.

Job Description:

Reporting to the Director, Service Delivery, the Senior Manager, Service Delivery will provide overall leadership to drive the efficiency and effectiveness of our Inside Service teams.

Role Designation: Home Based

Duration: 12 months

Accountabilities:

Manage People:

• Provide leadership, coaching and development to the management group, building and supporting the success of the team.
• Work with existing manager group to determine best practices and implement consistency in leadership across the group.

Manage the Business:

• Partner with Distribution Effectiveness team to infuse critical KPI measurements/reporting and standardization into the manager team to increase efficiency, effectiveness, and productivity (inbound call service levels, email and call handle time, Net Promotor Score, etc.)
• Collaborate with business partners to effectively respond to Customer Closed Loop Feedback and changes within the Allstate infrastructure to ensure synergy in both service teams.

Improve the Business:

• Participate as a key leader and member of the Allstate Service Delivery leadership team, including providing thought-leadership regarding customer experience optimization.
• Develop and implement a “customer first” road map for Inside Service with a focus on customer service and driving measurable efficiency and effectiveness results in partnership with the Senior Manager, Regional Service and Director, Service Delivery.
• Partner with HR and Distribution Enablement to accelerate onboarding, develop career paths, reduce learning curves, and improve retention to optimize customer experience.
• Work with Distribution Transformation team to implement customer centric routing, IVR methodologies and technology to increase service quality, including self-service, automation.

Qualifications:

• Post-secondary education
• 7-10 years of demonstrated management experience both with face to face and contact Centre teams
• Other Than Life insurance license
• Demonstrated leadership skills to develop, coach and manage a team of direct and indirect reports.
• Proven ability to collaborate cross-functionally and secure support from business partners and drive initiatives forward as well as supporting business priorities from other areas.
• Knowledge of personal lines insurance regulations, product, price, and underwriting rules.
• Ability to think strategically, identify, analyze, and provide business-case solutions to complex problems. This includes building short-, mid-, and longer-term roadmaps, moving from strategy through execution.
• Experience enabling results by leveraging telephony and workforce management metrics

Bonus Qualifications:

• Certified Insurance Professional would be an asset
• Bilingual in French and English would be an asset

Allstate Canada Group has policies and practices that provide workplace accommodations. If you require accommodation, please let us know and we will work with you to meet your needs.