Direct Sales Workforce Management Consultant

Allstate; South Dakota; Teletrabalho; USD 90 000 - 120 000; Tempo integral

Resumo da oferta

Allstate is seeking a Direct Sales Workforce Management Consultant to ensure our contact centers have the right resources to meet sales and service goals. You will monitor real-time performance, analyze workforce trends, and make timely recommendations to balance customer demand with staffing.

You’ll support scheduling, training coordination, telephony skilling, new hire readiness, and staffing initiatives, partnering with associates and leaders across the business to drive strong sales and

Qualificações

• Strong analytical thinking and problem-solving skills.
• Excellent communication with associates and leaders.
• Experience with contact center technologies.
• Ability to adapt to changing business needs and manage multiple priorities.

Responsabilidades

• Monitor real-time contact center performance and take proactive action.
• Analyze workforce trends and forecast call volumes.
• Make staffing recommendations to balance demand with staffing.
• Coordinate scheduling, training, and telephony skilling.
• Support new hire readiness and onboarding processes.
• Collaborate with cross-functional teams to improve customer experience.

Conhecimentos

Workforce management

Data analysis

Forecasting

Scheduling

Analytical thinking

Communication

Ferramentas

Verint

AWS

Avaya

Alvaria

Descrição da oferta de emprego

And for more than 90 years, our innovative drive has kept us a step ahead of our customers’ evolving needs. From advocating for seat belts, air bags and graduated driving laws, to being an industry leader in pricing sophistication, telematics, and, more recently, device and identity protection. Are you someone who enjoys solving problems in real time, working with data, and helping a fast-paced operation stay one step ahead? This role offers the opportunity to make a direct impact on the performance of our Direct Phone Sales organization, supporting both Allstate Sales and National General Sales Contact Centers.

As a Direct Sales Workforce Management Consultant, you’ll play an important role in ensuring our contact centers have the right resources in place to meet sales and service goals. You’ll monitor real-time performance, analyze workforce trends, and make timely recommendations that help balance customer demand with staffing needs.

This role is ideal for someone who is analytical, proactive, comfortable making decisions in a rapidly changing environment, and energized by partnering with associates and leaders across the business. You’ll also support key workforce management activities including scheduling, training coordination, telephony skilling, new hire readiness, and staffing initiatives.

Success in this role requires strong critical thinking, excellent communication, a customer-focused mindset, and the ability to confidently navigate workforce management and contact center technologies such as Verint, AWS, Avaya, and Alvaria. Monitor real-time contact center performance and take proactive action to help maintain appropriate work conditions and achieve service-level goals.

Analyze key workforce and contact center metrics, including call forecasts, volume trends, average handle time, agent adherence, and auxiliary time, to identify trends and recommend solutions.

Evaluate and process agent scheduling requests, including time away, flex time, overtime, and off-phone activities, while balancing forecasted staffing requirements.

Support workforce management activities such as training schedules, telephony skilling, new hire preparation, and staffing initiatives.

Apply sound judgment, analytical thinking, and problem-solving skills to daily responsibilities, assignments, and longer-term projects.

Adapt quickly to changing business needs, effectively manage multiple priorities, and act with a sense of urgency when needed.

Build strong partnerships and deliver an excellent experience through clear, professional communication with associates, leaders, and key stakeholders.

Work within scheduling and ACD platforms, including Verint, AWS, and Avaya, to support efficient contact center operations.

Strong organization and multitasking skills with the ability to manage competing priorities.

A collaborative approach and ability to build effective partnerships across teams and levels.

A passion for creating a positive experience for associates, leaders, and customers.

It’s an opportunity to sit at the intersection of people, data, technology, and contact center operations, using workforce insights to influence real-time business decisions and help teams deliver strong sales and customer experiences.

Analytical Thinking, Business Administration, Performance Management (PM), Problem Solving, Process Improvements, Workforce Management (WFM) Compensation

One where you can shape the future of protection while supporting causes that mean the most to you. 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.

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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 appropriate desk and seating. To help create a more personal and engaging experience, we ask that you join with your camera on if your interview is virtual. Note: Internal candidates are only asked to join on video;