Call Center Customer Care Manager; Hybrid - Scottsdale, AZ

Overview

Allstate Identity Protection is part of The Allstate Corporation, combining advanced investigative systems with expertise to protect customers from online threats. We provide proactive identity monitoring and restoration services to help subscribers stay safe online.

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

• Our product is a proactive identity monitoring service that helps subscribers take control of their online presence; alerting at the first sign of fraud and fully restoring identity if compromised is our specialty.

• Location:
  
  7350 N Dobson Rd #101, Scottsdale, AZ 85256
  , near Top Golf and Talking Stick Resort.

• Onsite and Hybrid work:
  Initial six months onsite (or more, at manager’s discretion), five days per week
  . Hybrid work will be two to three days onsite.

• Our Privacy Advocates Org includes Customer Care, Operations Excellence, and Restoration Specialists and supports protecting a growing subscriber base.

• As the Customer Care Manager, reporting to the Director, Customer Care
  , you will oversee interactions with end-users including inbound/outbound contact, chat, and email.

• You will build and lead a team focused on high-quality customer interactions and strong relationships via value-added services.

• Lead and manage a team of 6–10 frontline call center agents: set performance expectations, assign daily tasks, and monitor metrics to meet service standards.

• Coach and develop team members on AIP’s products and services: provide regular training, share best practices, and conduct one-on-one coaching to improve identity theft case resolution.

• Support and implement policies and procedures: draft/update operational policies; ensure training and compliance; review processes to meet SLAs and improve efficiency.

• Collaborate to determine operational strategies: participate in needs assessments, data analysis, capacity planning, and strategic planning to optimize resources.

• Support full recruitment cycle, including interviewing, selecting, and onboarding new team members.

• Train employees and conduct performance evaluations: schedule training on service standards and competencies; perform annual and quarterly reviews.

• Resolve escalated issues: act as escalation point, investigate root causes, and implement solutions to ensure customer satisfaction.

• Maintain security of customers/participants: enforce data protection protocols, monitor compliance, and respond to security incidents.

• Collaborate with leaders to support corporate goals: attend cross-functional meetings, share insights, and align team objectives with organizational priorities.

• Other related duties as assigned.

• Minimum 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 practical problem-solving skills

• Strong analytical skills: comfortable with metrics, dashboards, trend analysis, and data-driven decisions

• Excellent verbal, written communication and presentation skills

• Works well independently and in a team environment

• Associates/bachelor’s degree

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

• Expertise with identity theft policies, regulations, and industry trends

• Salesforce CRM experience

• Experience with AI tools in customer engagement

• Proficiency in customer service best practices and conflict resolution for call centers

• Experience with Call Center and workforce management tools

• Annual base salary offer: $70,000 to $80,000 depending on experience

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

• Benefits include a connectivity stipend, PTO, holidays, medical/dental/vision with HRA/FSAs, and additional benefits. See company benefits information for details.

AIP
2024

• Call Center Management
• Coaching
• Customer Experience Management
• Performance Management
• Relationship Building

Compensation offered for this role is $53,500.00 - $84,625.00 annually and is based on experience and qualifications.

Joining our team isn’t just a job — it’s an opportunity to grow, challenge the status quo, and shape the future of protection.

Employment eligibility and equal opportunity statements remain in effect as part of our compliance obligations. AIP uses the E-Verify employment verification program.