Workforce Management Senior Associate

Allstate

2d • $18 - $23

About The Position

The Workforce Management Senior Associate supports contact center scheduling operations across National General and Allstate. This role is primarily responsible for processing time off requests, schedule changes, and daily absences while delivering high quality support to agents. It’s a strong entry step into Workforce Management (WFM), offering exposure to staffing needs, schedule optimization, and workforce processes. You’ll work within a collaborative team, helping maintain accuracy, meet ticketing service level agreements (SLA’s), and ensure smooth day to day operations.

Requirements

• Strong attention to detail and ability to thrive in repetitive, high‑volume processing work.
• Excellent written and verbal communication skills.
• Analytical thinker with good judgment and comfort navigating grey areas.
• Capability of evaluating requests, identifying issues, and applying sound judgment to resolve them.
• Time & Task Management: Able to prioritize multiple tasks, meet deadlines, and maintain performance in a high-volume environment.
• Technically proficient; comfortable learning new systems and using AI‑assisted workflows.

Nice To Haves

• Experience with workforce management systems (Verint a plus).
• Familiarity with ServiceNow or similar ticketing tools.
• Contact center or workforce operations experience.
• Data‑minded, tech‑savvy, and interested in optimizing processes.

Responsibilities

• Process time‑off requests, flex scheduling, absences, and schedule updates with a high degree of accuracy.
• Manage all agent inquiries and requests through ServiceNow
• Respond to agents professionally via email and messaging; this role has the highest level of agent interaction on the WFM team.
• Manage same‑day call‑outs via email.
• Maintain a high level of accuracy and attention to detail in all tasks to ensure data integrity and compliance with internal standards.
• Understand staffing needs and apply good judgment when reviewing requests or resolving conflicts.
• Meet or exceed quality assurance and internal customer satisfaction targets through consistent, reliable performance.
• Support low‑complexity reporting tasks and assist with routine data pulls.
• Meet team SLA expectations and contribute to teamwide process improvement.

What This Job Offers

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