Considering the current affairs, Allstate will be conducting virtual interviews and has made arrangements for new hires to work remotely till its deemed safe to return to office.Through our Employee Value Proposition,, 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.Our team is growing and we are actively looking to hire an Operations Support Specialist Team Lead. The Operations Support Specialist Team Lead supports the achievement of ACG-s short and long term Mission, Vision and Strategic objectives, by supporting the Manager, Operations Support to provide real-time product, service and sales support for national Field Sales, Inside Sales and Customer Loyalty Agency teams. The Teal Lead will evaluate overall effectiveness and quality of Agent/Customer interactions collected through assessments, helpline trends, customer surveys/input and other data points and provide feedback, insights and recommendations to manager and key stakeholders for continuous improvement of our Agent operational readiness strategies. Designation: Home-BasedBenefits to joining AllstateComplete Group Benefits Program customizable to your needsComprehensive Health and Wellness resourcesStrong Brand Recognition (listed as best Employer with Kincentric since 2012).Working within the community and giving back! for ongoing learning and career development.We work a 37.5 hour work weekAccountabilities:Establish and maintain professional relationships and partnerships with Operations Support Specialists to provide coaching to quality and development plans to support exceptional service and quality standards.Work collaboratively with the Operations Support Specialist on ways to improve agent relationships and service standards which will improve retention and customer experience.Support audit and business practice compliance reviews to ensure adherence and report results and recommendations to Manager, Operations SupportSupport the Manager, Operations Support with the ongoing development, evaluation and review of Operations Support Specialist performance plans to contribute to the achievement of department goals; Act as back up to the Manager, Operations Support during the manager absence, providing leadership during the hours of operation as well as during extended hoursEnsure reports are aligned integrated and supported to achieve performance requirements and metrics. Use appropriate tools to monitor call effectiveness of Advisors & Specialists (example: Witness) and use/create appropriate call success metrics (such as WOW scores) and coach Operations Support Specialists based on their calls.Ensure knowledge gaps for team are identified and recommend strategies to overcome these gaps.Ensure understanding of underwriting, privacy & compliance standards and adherence to these rules and guidelines:3-5 years of Operations Support and/or Contact Centre and/or Customer Service experienceAble to identify new ideas, techniques & opportunities for improving effectiveness in performance and productivity are essentialStrong understanding of P& C insurance products andregulations; keeps abreast of current trends, both macro and micro; Strong negotiation skills. Ability to coach and mentor others. Opportunities to exercise interpersonal leadership skills occur on a regular basis, and application of these skills contributes directly to achieving the objectives and goals of the job.Ability to make decisions of moderate complexity and risk, in time sensitive situations with high tolerance of stress.Ability to build and maintain an extensive knowledge of Allstate and partners- products, underwriting rules and internal knowledgeStrong working knowledge with internal Allstate technology and applications (CRMS, foCus, PLUS)Understanding of Allstate core products, underwriting guidelines and other process and proceduresDiplomatic in handling all internal customer relationships, including the ability to communicate with sales partners in difficult situations.Willingness to work flexible hours as required including some evenings and Saturdays and Sundays.Builds and maintains positive work relationships within the department, CHO, Field and other functional areasAllstate 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.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.We are proud to be recognized as a #Kincentric Best Employer since 2012!