Direct Sales Workforce Management Consultant

Allstate; South Dakota Park (SD); On-site; USD 90,000 - 120,000; Full time

Job summary

Allstate seeks a Direct Sales Workforce Management Consultant to ensure contact centers have the right resources to meet sales and service goals. You will monitor real-time performance and analyze workforce trends to balance customer demand with staffing needs across multiple centers.

The role involves scheduling, training coordination, telephony skilling, and staffing initiatives, collaborating with associates and leaders to drive excellent customer experiences.

Qualifications

• Experience with workforce management and contact center operations.
• Strong analytical thinking and data-driven decision making in fast-paced environments.

Responsibilities

• Monitor real-time performance of contact centers and provide timely recommendations.
• Analyze workforce trends and forecasts to balance customer demand with staffing.
• Support scheduling, training coordination, telephony skilling, and new hire readiness.
• Collaborate with stakeholders across Allstate Sales and National General Sales.

Skills

Workforce management

Data analysis

Scheduling

Verint

AWS

Avaya

Alvaria

Real-time monitoring

Tools

Verint

AWS

Avaya

Alvaria

Job description

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.

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.

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.

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;