Call Center Customer Care Manager (Hybrid work - Scottsdale, AZ 85256)

Allstate Identity Protection is a part of The Allstate Corporation, which means we have the same innovative drive that keeps us a step ahead of our customers' evolving needs. We combine our advanced investigative systems with our expertise in working with businesses to ensure our customers remain protected from any online threat.

About Allstate Identity Protection:

• Formerly, InfoArmor and now a wholly owned subsidiary and Business Unit of Allstate.

• Our product is a proactive identity monitoring service that helps our subscribers take control of their online presence; alerting them at the first sign of fraud and fully restoring their identity if compromised, is our specialty. With innovative tools to see and secure data, we make digital life easier, safer, and more rewarding so our customers can live confidently online.

Note- Location, Hybrid work, and work hours:

• We are located at 7350 N Dobson Rd #101, Scottsdale, AZ 85256, next to Top Golf and close to Talking Stick Resort

• Onsite and Hybrid work: Initial six months of onsite work (or more, dependent on varied factors and manager's discretion), five days per week. Hybrid work will be two to three days onsite

The Privacy Advocates Org and Customer Care Manager work scope:

• Our Privacy Advocates Org comprising of Customer Care, Operations Excellence, and Restoration Specialists is the backbone to protecting our 3M and growing subscriber base.

• As the Customer Care Manager, reporting to the Director, Customer Care, you will be responsible for maintaining a relentless focus on all interactions AIP has with its end-users, including inbound and outbound contact activities and other service fulfillment actions, including chat and email.

• You will build and lead a team that ensures high quality customer interactions focused on the quality of the interaction that each employee has with the customer as well as creating and retaining strong relationships via the delivery of value-added services.

Essential Functions:

• Lead and manage a team of 6-10 frontline call center agents: Set clear performance expectations, assign daily tasks, and monitor individual and team metrics to ensure service standards are met.

• Coach new and existing team members and be a resource on AIP's products and services: Provide regular training sessions, share best practices, and conduct one-on-one coaching to improve team expertise in resolving identity theft cases.

• Support and implement effective policies and procedures: Help draft, update, and communicate operational policies; ensure all team members are trained and compliant; regularly review processes to meet SLAs and improve efficiency.

• Collaborate within the division to determine operational strategies: Participate in needs assessments and data analysis (e.g., capacity planning) and contribute to strategic planning meetings to optimize resource allocation.

• Support the full recruitment cycle, including interviewing, selecting, and onboarding new team members to build a high-performing team.

• Train employees and deliver performance reviews: Schedule and conduct training sessions on service standards and core competencies; complete annual and quarterly performance evaluations.

• Effectively resolve escalated issues: Act as the escalation point for complex customer problems, investigate root causes, and implement solutions to ensure customer satisfaction.

• Maintain security of customers/participants: Enforce data protection protocols, monitor compliance, and respond promptly to any security incidents or breaches.

• Collaborate with other leaders in the company to reach corporate goals, and service our internal customers to support the need for client retention and growth: Attend cross-functional meetings, share insights, and align team objectives with broader organizational priorities.

• Other related duties as assigned.

Required Education/Experience:

• High School Diploma or GED

• 4+ years of overall experience managing people in the service industry

• 2+ years of progressive experience in call center/contact center

• Proficiency with call center software

• Proficiency with CRMs(Salesforce or similar) and ticketing systems (Zendesk or similar)

• Proactive leadership style with a practical and common-sense approach to problem solving

• Strong analytical skills: comfortable with metrics, dashboards, trend analysis, and using data to drive decisions.

• Excellent verbal, written communication and presentation skills

• Works well independently and in a team environment.

Preferred Education and Experience

• Associates/bachelor's degree

• 2+ years of experience managing a call center customer service team.

• Expertise with identity theft policies, regulations, and understanding rapidly changing industry trends.

• Salesforce CRM experience

• Experience with AI tools in customer engagement

• Proficiency in customer service best practices and conflict resolution techniques for call center personnel.

• Experience with Call Center and workforce management tools

Compensation and Benefits:

• Annual base salary offer: $70,000 to $80,000 depending on experience and other related factors

• Annual Performance bonus: Up to 10% of base pay

• Benefits (partial list): $80/ month connectivity stipend, up to 20 days per year PTO, 9 national holidays, medical/dental/vision with HRA/FSAs, and other benefits. Please visit www.allstategoodlife.com to review specific benefits information.

AIP2024

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.

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 Know Your Rights" 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 Company's policy to employ the best qualified individuals available for all jobs. Therefore, any discriminatory action taken on account of an employee's 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.

We are Allstate Identity Protection (formerly, InfoArmor), a wholly owned subsidiary of The Allstate Corporation. We go beyond the typical identity theft protection! Our Allstate Digital Footprint, identity theft and credit monitoring services, fraud remediation and restoration services help our subscribers safeguard their personal information, data they share online, and the relationships they treasure.

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

Work Environment: Except for our Customer Care roles which necessitates onsite work, most other roles are remote. AIP is a remote-first company; however, our roles are open to in-office or flex work if you live in a city with a physical office location

Physical Demands: We primarily collaborate with our colleagues through virtual meetings and office collaboration tools. Employees will have to operate a laptop computer (PC or Mac available), computer software platforms, and other office productivity machinery, as necessary. Employees must be able to remain stationary for extended periods and must be able to observe and interpret written and/or verbal communication.

Additional Information: AIP provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

We are committed to the full inclusion of all qualified individuals. As part of this commitment, AIP will provide reasonable accommodations to all qualified individuals with disabilities to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment. Please let us know if you need a reasonable accommodation.

AIP uses the E-Verify employment verification program.