Team Lead Operations Support Specialist - Markham, Canada - Allstate Canada

Allstate Canada

Verified Company

Markham, Canada

2 weeks ago

Posted by:

Sophia Lee

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Description

Who is Allstate:

Through our Employee Value Proposition, 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.

Role Designation:
Home-Based

Benefits to joining Allstate

Flexible Work Arrangements

Employee discounts (15% on auto and property insurance, plus many other products and services)

Good Office program (receive up to 400$ back after purchasing office equipment)

Student Loan Payment Matching Program for Government Student loans

Comprehensive Retirement Savings Program with employer matched contributions

Annual Wellness allowance to support employees with improving health and wellbeing

Personal reflection day

Tuition Reimbursement

Working within the community and giving back

Job description:

In collaboration with the Manager, Operations Support - The Team Lead, Operations Support is accountable for supporting the achievements of ACG's short
- and long-term Mission, Vision and Strategic objectives by:
Guiding, coaching and developing the OSS team to provide a superlative agent and customer experience. Evaluating the effectiveness and efficiency of OSS accountabilities to meet ACG quality, developmental and performance targets.

Delivering and maintaining programs and reporting that provide insight and benchmark standards, for continuous improvement and optimization of agent capabilities.

Collaborating with management across Distribution Enablement, AIA and CLC to further KPI goals and business strategies.

Accountabilities:

Coaching:

Complete structured and observational assessments on OSS team - with the objective to develop Specialists to meet OKR's, enhance professional growth, strive for high standards.

Subject Matter Expert (SME): Act as a SME for technical and operational knowledge. Maintain and update concise but comprehensive tools and resources for knowledge transfer.

Continuous Improvement:
Identify and deliver strategies for eliminating gaps in knowledge, inefficient organization and ineffective processes.

Operational Excellence:
Oversee the day-to-day operations to optimize staff availability and maximize utility, incl. all scheduling and task management.

Audit and Compliance:

Deliver and maintain audit programs that provide a holistic assessment into agent standards, highlight development opportunities, and structured coaching.

Collaboration:

Tie in our audit programs, support initiatives and agent reporting to collaborate with OSS team and key stakeholders to participate in furthering agent capabilities and business KPI's.

Champion:

Promote an engaging team-oriented culture, that emphasizes collaboration, an entrepreneurial mindset and embodying the OSS Mission and Vision statement.

Support:

Provide leadership and expertise throughout OSS hours of operation along with other tasks and projects as assigned, e.g., Onboarding new hires.

Qualifications:

3-5+ years of experience as a senior individual contributor or leader in a contact center, insurance setting, or training role.

Adept to identify new ideas, techniques & opportunities for improving efficiency and effectiveness in performance and productivity with strong understanding of P&C insurance products, guidelines and regulations; keeps abreast of industry current trends, both macro and micro;

Able to design training, coach and mentor others, to meet developmental needs and capable of making decisions of moderate complexity and risk, in time sensitive situations with a high stress tolerance.

Skilled in designing, maintaining, delivering and reporting on audit programs with a key coaching component along with being able to make decisions of moderate complexity and risk, in time sensitive situations with a high stress tolerance.

Possessing an extensive knowledge of Allstate products, processes and underwriting controls, and create workflows, guides and job aids on the matter.

Diplomatic in handling all staff and internal customer relationships, including the ability to communicate with colleagues in difficult situations.

Builds and maintains positive and engaging work relationships within the department, internal partners and CHO colleagues.

Willingness to work flexible hours as required, including evenings and Saturdays.

Education qualifications:

Successful completion of Post-Secondary Education

CIP, or willingness to pursue and successfully complete certification

Maintain OTL licensing in AB, ON, NB, NS

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.