Remote Direct Sales WFM Consultant (Real-Time Analytics)

Allstate Corporation; South Dakota; Remote; USD 48,000 - 70,000; Full time

Benefits offered by this job

Laptop provided

Monthly connectivity reimbursement

Work-from-home setup

Job summary

Allstate is seeking a Direct Sales Workforce Management Consultant to optimize our remote phone sales centers. You’ll monitor real-time performance, forecast demand, and balance staffing with service goals.

The role emphasizes data-driven decision making, collaboration with leaders, and flexibility in a fast-paced environment. You will work with Verint, AWS, Avaya, and Alvaria to support scheduling and telephony initiatives, including training coordination and new hire readiness, while

Qualifications

• 2 or more years of relevant experience preferred.

Responsibilities

• 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.

Skills

Analytical Thinking

Business Administration

Performance Management (PM)

Problem Solving

Process Improvements

Workforce Management (WFM)

Tools

Verint

AWS

Avaya

Alvaria

Job description

Allstate is seeking a Direct Sales Workforce Management Consultant to optimize our remote phone sales centers. You’ll monitor real-time performance, forecast demand, and balance staffing with service goals.

The role emphasizes data-driven decision making, collaboration with leaders, and flexibility in a fast-paced environment. You will work with Verint, AWS, Avaya, and Alvaria to support scheduling and telephony initiatives, including training coordination and new hire readiness, while