Direct Sales Workforce Management Consultant

Allstate•USA - SD (Remote), SD

2d•$47,500 - $70,375

About The Position

The Direct Sales Workforce Management Consultant supports the Direct Phone Sales organization, including Allstate Sales and National General Sales Contact Centers. The role helps ensure contact centers have appropriate resources to meet sales and service goals by monitoring real-time performance, analyzing workforce trends, and recommending timely actions to balance customer demand with staffing needs. The consultant supports workforce management activities such as scheduling, training coordination, telephony skilling, new-hire readiness, and staffing initiatives. Success requires analytical and critical-thinking skills, clear communication, a customer-focused mindset, adaptability, and the ability to work with workforce management and contact center technologies, including Verint, AWS, Avaya, and Alvaria. The position offers the opportunity to use workforce insights to inform real-time business decisions at the intersection of people, data, technology, and contact center operations. The offered annual compensation is $47,500–$70,375, based on experience and qualifications. Candidates offered the position must submit to a background investigation. Allstate generally does not sponsor individuals for employment-based visas for this position. Allstate provides a technology setup that includes a laptop, monitors, headset, keyboard, and mouse. Employees eligible to work from home also receive a monthly connectivity reimbursement. Work-from-home employees must have a dedicated, private workspace free from distractions, appropriate desk and seating, and reliable internet with minimum speeds of 50 MB download and 5 MB upload.

Requirements

Strong analytical and problem-solving skills, with the ability to see details and the bigger picture.
A proactive, forward-thinking approach and ability to anticipate needs and identify solutions.
Confidence making informed decisions in situations that may not have a clear-cut answer.
Adaptability and comfort working in a dynamic, frequently changing environment.
A systems-oriented mindset and ability to learn and work across multiple technologies.
Strong organization and multitasking skills, including managing competing priorities.
Collaborative approach and ability to build effective partnerships across teams and levels.
A customer-focused mindset and passion for creating a positive experience for associates, leaders, and customers.
Willingness to challenge ideas, bring new perspectives, and contribute a positive, get-it-done attitude.
At least 2 years of relevant experience is preferred.

Nice To Haves

At least 2 years of relevant experience.
Experience with workforce management and contact center technologies such as Verint, AWS, Avaya, and Alvaria.

Responsibilities

Monitor real-time contact center performance and take proactive action to help maintain appropriate work conditions and achieve service-level goals.
Analyze 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 to changing business needs, manage multiple priorities, and act with a sense of urgency when needed.
Build partnerships and communicate professionally with associates, leaders, and key stakeholders.
Work within scheduling and ACD platforms, including Verint, AWS, and Avaya, to support contact center operations.