At Allstate, great things happen when our people work together to protect families and their belongings from life’s uncertainties. 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. 

Job Description

The Workforce Management Consultant I is responsible for managing, tracking, monitoring, and adjusting of staffing and scheduling activities in order to ensure optimal utilization of resources and to support business objectives within the Allstate Contact Centers. In addition, the Workforce Management Consultant is responsible for ensuring effective and efficient resolution of staffing and scheduling issues.

Key Responsibilities

·      Coordinates technology and system problems with appropriate parties and escalates when necessary.

·       Coordinate resolution of telephone problems with appropriate vendor and Communication Manager and monitor follow-up to resolution

·       Respond to employee questions regarding workflow assignments and/or procedural questions.

·       Demonstrate support to business relationships by effectively managing call center staff and communicating to stakeholders when workflow issues arise.

·       Prepare, analyze, and/or interpret Center reports. Make recommendations for improvement.

·       Identify and evaluate trends for improving overall workflow.

·       Monitor call management software and other workflow tools to determine staffing requirements to meet required service level agreement.

 

 

Knowledge/Skills/Abilities/Experience

Bachelor’s Degree

3 or more years of experience

Load Balancing and vendor management experience preferred

Must have excellent customer service skills

Must have excellent verbal/written communication skills

Must have strong analytical

Must have strong organizational skills

Strong computer skills are required

Primary Skills

Call Center Operations, Call Center Staffing, Problem Solving, Scheduling, Workforce Management (WFM)

Shift Time

Shift D (India)

Recruiter Info

Ms. Vibha Chaturvedi

vaaa6@allstate.com

About Allstate

Joining our team isn’t just a job — it’s an opportunity. One that takes your skills and pushes them to the next level. One that encourages you to challenge the status quo. One where you can shape the future of protection while supporting causes that mean the most to you. Joining our team means being part of something bigger – a winning team making a meaningful impact.

The Allstate Corporation is one of the largest publicly held insurance providers in the United States. Ranked No. 84 in the 2023 Fortune 500 list of the largest United States corporations by total revenue, The Allstate Corporation owns and operates 18 companies in the United States, Canada, Northern Ireland, and India. Allstate India Private Limited, also known as Allstate India, is a subsidiary of The Allstate Corporation. The India talent center was set up in 2012 and operates under the corporation's Good Hands promise. As it innovates operations and technology, Allstate India has evolved beyond its technology functions to be the critical strategic business services arm of the corporation. With offices in Bengaluru and Pune, the company offers expertise to the parent organization’s business areas including technology and innovation, accounting and imaging services, policy administration, transformation solution design and support services, transformation of property liability service design, global operations and integration, and training and transition.

Learn more about Allstate India here.