Workforce Management Consultant I

Allstate

4d • $44,000 - $67,228

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, Alvaria, Avaya, 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

• Analytical and holistic problem solver
• Proactive and forward-thinking mindset
• Ability to make decisions and navigate the gray areas
• Strong change agility to adapt to an ever-changing environment
• Technological and system thinking mindset with ability to multitask
• Great team player and business partner to many stakeholders
• Passion to create a positive customer experience to the associates and leaders DPS supports and to the external customers calling the customer contact center
• Challenge ideas and bring a fun get it done attitude to the team
• Call Center Operations
• Call Center Staffing
• Problem Solving
• Scheduling
• Workforce Management (WFM)

Nice To Haves

• 2 or more years of experience (Preferred)

Responsibilities

• Responsible for monitoring real time contact center performance and taking actions to manage work condition and achieve service level goals
• Analyze contact center metrics such as call forecast, volume trends, average handle time, adherence, and phone aux and provide recommendations to improve and maintain work condition
• Use critical thinking to process agent schedule requests, such as time away, flex ,OT, off phone time and ensure agent time is effectively planned against forecasted staffing requirements
• Support workflows that include scheduling training, telephony skilling, new hire preparation and staffing projects
• Apply professional judgement, knowledge and critical thinking to complete tasks, assignments, and/or long-term projects
• Exhibit strong change agility with ability to multitask and act with a sense of urgency
• Provide excellent customer experience to associates, leaders and stakeholders through verbal and written interactions
• Demonstrate a system thinking mindset and work daily in scheduling software and ACD systems, including Verint, Alvaria, Avaya, and AWS.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed