Workforce Management Cons I

Allstate • USA - ID (Remote), ID

4d • $47,500 - $78,000 • Hybrid

About The Position

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. This position requires strong analytical and critical thinking skills to align staffing plans with forecasted needs. The role also supports operational workflows such as training scheduling, telephony skilling, new hire onboarding, and staffing initiatives. Candidates must demonstrate agility in a fast-paced environment, multitask effectively, and act with urgency. A system-thinking mindset and proficiency in scheduling and ACD systems (including Verint, Avaya, Alvaria and AWS) are essential. The role involves frequent verbal and written communication with associates, leaders, and stakeholders, and require excellent customer service and professional judgment to both daily tasks and long-term projects.

Requirements

• High school diploma or GED (Required)
• Data analysis and problem-solving
• Decision-making and ambiguity management
• Change management and adaptability
• Multitasking and workload prioritization
• Workforce management systems and technology proficiency
• Proficiency in scheduling and ACD systems (including Verint, Avaya, Alvaria and AWS)
• Frequent verbal and written communication with associates, leaders, and stakeholders
• Excellent customer service and professional judgment

Nice To Haves

• 2 or more years of experience (Preferred)

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

Benefits

• Comprehensive technology setup, including a laptop, monitors, headset, keyboard, and mouse
• Monthly connectivity reimbursement for eligible remote employees
• Opportunity to shape the future of protection
• Support for causes that mean the most to you

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED