Workforce Management Cons I

Job Description The role supports Direct Phone Sales operations, including the Allstate Sales and Nat Gen Sales Contact Centers, enabling optimal contact center performance to meet sales targets and deliver exceptional service experiences. Key responsibilities include real-time monitoring of contact center metrics such as call volume trends, forecast accuracy, average handle time, and agent adherence to proactively manage work conditions and meet service level goals. This position requires strong analytical and critical thinking skills to align staffing plans with forecasted needs. The role also supports operational workflows such as training scheduling, telephony skilling, new hire onboarding, and staffing initiatives. Candidates must demonstrate agility in a fast‑paced environment, multitask effectively, and act with urgency. A system‑thinking mindset and proficiency in scheduling and ACD systems (including Verint, Avaya, Alvaria and AWS) are essential. The role involves frequent verbal and written communication with associates, leaders, and stakeholders, and requires excellent customer service and professional judgment for daily tasks and long‑term projects. Key Responsibilities Monitor real‑time contact center performance and adjust staffing and workflows to meet service level targets Analyze workforce management metrics—including call forecasts, volume trends, average handle time, and adherence—and provide recommendations to optimize performance Evaluate and process agent scheduling requests (e.g., time off, flex time, overtime, off‑phone activities) to align with forecasted staffing needs Support workforce planning activities, including training schedules, telephone skill assignments, new hire onboarding preparation, and staffing initiatives Utilize workforce management and telephony systems (e.g., Verint, AWS, Avaya) to manage scheduling, performance monitoring, and operational workflows Functional Skills Data analysis and problem solving Decision‑making and ambiguity management Change management and adaptability Multitasking and workload prioritization Workforce management systems and technology proficiency Education High school diploma or GED (Required) Experience 2 or more years of experience (Preferred) Supervisory Responsibilities This job does not have supervisory duties. Education & Experience (in lieu) In lieu of the above education requirements, an equivalent combination of education and experience may be considered. Compensation Compensation offered for this role is 47500.00 - 61600.00 - 78000.00 USD annually and is based on experience and qualifications. The candidate(s) offered this position will be required to submit to a background investigation. EEO Statements Allstate generally does not sponsor individuals for employment‑based visas for this position. 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, information regarding the San Francisco Fair Chance Ordinance is available. For jobs in Los Angeles, information regarding the Los Angeles Fair Chance Initiative for Hiring Ordinance is available. The “EEO Know Your Rights” poster is available for view. The FMLA poster is available for view. 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 (including traits historically associated with race, such as 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. Benefits Allstate provides a comprehensive technology setup, including a laptop, monitors, headset, keyboard, and mouse. Employees eligible to work from home also receive a monthly connectivity reimbursement to help offset internet costs. When working from home, you must have a dedicated, private workspace free from distractions, along with an appropriate desk and seating. Reliable internet is required, with minimum speeds of 50 MB download and 5 MB upload. #J-18808-Ljbffr Allstate Insurance Company