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Workforce Management Cons I

Allstate · United States · 1 wk ago
RemoteRemoteProject ManagementFull-time

About the role

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.

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

Requirements

  • Data analysis and problem-solving
  • Decision-making and ambiguity management
  • Change management and adaptability
  • Multitasking and workload prioritization
  • Workforce management systems and technology proficiency

Qualifications

  • A high school diploma or GED
  • 2 or more years of experience (preferred)

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

Benefits

Compensation offered for this role is $47,500.00 - $61,600.00 - $78,000.00 USD annually and is based on experience and qualifications. The candidate(s) offered this position will be required to submit to a background investigation.

Pay

$47,500.00 - $61,600.00 - $78,000.00 USD [annually]

Schedule

Remote work is available. Employees must have reliable internet and a dedicated, private workspace at home.

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