Analyst- Workforce Management Job Details Allstate Insurance Company
3 weeks ago
### Analyst- Workforce Management
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Date Opened: May 20, 2024
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Location: Pune, Maharashtra, IN
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Company: Allstate Insurance Company
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Workforce Management effectively monitors and tracks call flow volumes to ensure service standards are met. The Lead Consultant will perform complex staffing and forecasting models to drive service level and customer satisfaction results to achieve and exceed service level guarantees and smart goals
### Job Responsibilities
- Create and maintain accurate volume forecasting models at regular intervals
- Provide short term and longterm strategic planning
- Communicates call volume fluctuations and staffing models to support the service levels
- Volume forecasting and staffing recommendations for reps
- Provides timely and accurate reporting including scorecards and trending as required
- Provides analysis and thought leadership around call and cost optimization to Operations Manager
- Completes individual tasks, assignments and/or longterm projects through applying professional judgment, knowledge, and experience
- Influences others through subject matter expertise and provides performance feedback to Supervising Manager where applicable
- Requires an understanding of the underlying principles of a professional discipline and the application of those principles in completing work and making judgments and/or recommendations for action
- Drive process automation and optimization within the team
- Builds longterm relationships within team by creating an environment of safety and innovation
- Creates an environment of accountability amongst themselves and direct reports
- Executes HRrelated processes and develops staff through coaching and mentoring and providing specific, timely, open, honest, and constructive performance feedback
- Analyzes longterm impact of new or anticipated strategies and contributes to Allstate business and functional strategy
- 2 years experience in a call center environment in a people management role
- 2 years operation/administrative experience with Avaya CMS, Verint workforce management mandatory
- Must have excellent customer service skills and verbal/written communication skills
- Must have strong analytical and strong organizational skills
- Proficiency in all Microsoft products with emphasis in Excel and Power Point
- Strong computer skills are required
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