Chat Agent Team Lead

Chat Agent Team Lead II

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

The Local Network Lead supports the Assist Center Operations Provider Center of Excellence Team and provides support and guidance to Assistance Center teams, where they are responsible for determining the best solution for rescues when the initial in-network provider search process is unsuccessful. This role serves as an escalation point of contact for the assistance centers and is accountable for ensuring an independent service provider is secured in a cost-beneficial and timely manner.
This role will leverage their expertise and negotiation with independent service providers to effectively manage cost and spend with In-Network and Out-of-Network service providers.
The Local Network Lead demonstrates a strong working knowledge of Allstate Roadside’s business and Network of independent service providers and leverages a strong cross-functional partnership with the Allstate Roadside Network team, Provider Center of Excellence, Assistance Center teams, and Vendor Managers for a successful provider acquisition program.

·       Serves as a Network SME and an escalation point for Assistance Center Supervisors and Team Leads  during the service provider search and dispatch process

·       Provides guidance to rescue associates and team leads on complex rescues to ensure rescues are dispatched in a cost effective and timely manner

·       Communicates with independent service providers to assist with securing service for rescues

·       Assesses and balances provider cost and performance metrics in decision-making

·       Maintains a strong partnership with the Allstate Roadside Network team, Provider Center of Excellence, Assistance Center teams, and Vendor Managers

·       Builds a strong understanding of Allstate Roadside’s Network of independent service providers

·       Prioritizes workload based on criticality

·       Provides coaching and feedback as needed to team members on Assistance Center – Provider interactions

·       Conducts assessments on operational outliers

·       Analyzes and interprets data and trends to drive operational efficiencies

·       Shares feedback on process improvements as identified

·       Maintains tracking and documentation of rescues handled and/or engaged on

 

Regular, predictable attendance is an essential function of this job.

 

Education

·       Minimum of high school degree (or GED)

 

Knowledge/Skills/Abilities/Experience

• 5+ years’ experience, preferably in the roadside assistance industry

• 2+ years’ experience making decisions and negotiating with independent service providers to effectively manage cost/spend

• Strong data analysis skills and experience promoting data driven decision making

• Ability to solve problems under pressure

• Strong strategic thinking skills

• Ability to think “outside the box” and troubleshoot process exceptions and recommend solutions

• Strong ability to adapt and prioritize workload as necessary

• Strong verbal and written communication skills and ability to communicate and build relationships with independent service providers

• Ability to build and maintain relationships across the different business/partners/center teams Highly developed negotiation skills

• Strong verbal and written communication skills and ability to communicate and build relationships with independent service providers

Ability to change and apply actions to correct or improve processes for better results

Primary Skills

Shift Time

Shift A (India)

Recruiter Info

Ms. Vibha Chaturvedivaaa6@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.

Experience Level

Senior Level