Workforce Management Consultant I

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 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.

Schedule:
Sunday - Thursday - 12:30 PM to 9:00 PM CST

Key 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.

Functional Skills:

• 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

Experience:

2 or more years of experience (Preferred)

Supervisory Responsibilities:

This job does not have supervisory duties.

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

Compensation
Compensation offered for this role is 44,000.00 - 67,227.50 annually and is based on experience and qualifications.

The candidate(s) offered this position will be required to submit to a background investigation.

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.

Allstate generally does not sponsor individuals for employment-based visas for this position.

Effective July 1, 2014, under Indiana House Enrolled Act (HEA) 1242, it is against public policy of the State of Indiana and a discriminatory practice for an employer to discriminate against a prospective employee on the basis of status as a veteran by refusing to employ an applicant on the basis that they are a veteran of the armed forces of the United States, a member of the Indiana National Guard or a member of a reserve component.

For jobs in San Francisco, please click 'here' for information regarding the San Francisco Fair Chance Ordinance.

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To view the 'EEO Know Your Rights' poster click 'here'. This poster provides information concerning the laws and procedures for filing complaints of violations of the laws with the Office of Federal Contract Compliance Programs.

To view the FMLA poster, click 'here'. This poster summarizing the major provisions of the Family and Medical Leave Act (FMLA) and telling employees how to file a complaint.

It is the Company's policy to employ the best qualified individuals available for all jobs. Therefore, any discriminatory action taken on account of an employee's ancestry, age, color, disability, genetic information, gender, gender identity, gender expression, sexual and reproductive health decision, marital status, medical condition, military or veteran status, national origin, race (include traits historically associated with race, including, but not limited to, hair texture and protective hairstyles), religion (including religious dress), sex, or sexual orientation that adversely affects an employee's terms or conditions of employment is prohibited. This policy applies to all aspects of the employment relationship, including, but not limited to, hiring, training, salary administration, promotion, job assignment, benefits, discipline, and separation of employment.

Client-provided location(s): Flexible / Remote

Job ID: allstate-150342141

Employment Type: OTHER

Posted: 2025-12-20T18:49:13