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. 

Job Description

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