Analyst- Workforce Management

15 hours ago

Pune, India Allstate Benefits Full time

Job Description 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 intervalsProvide short term and long-term strategic planningCommunicates call volume fluctuations and staffing models to support the service levels Volume forecasting and staffing recommendations for repsProvides timely and accurate reporting including scorecards and trending as requiredProvides analysis and thought leadership around call and cost optimization to Operations ManagerCompletes individual tasks, assignments and/or long-term projects through applying professional judgment, knowledge, and experienceInfluences others through subject matter expertise and provides performance feedback to Supervising Manager where applicableRequires 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 actionDrive process automation and optimization within the teamPeople Management:  Builds long-term relationships within team by creating an environment of safety and innovationCreates an environment of accountability amongst themselves and direct reportsExecutes HR-related processes and develops staff through coaching and mentoring and providing specific, timely, open, honest, and constructive performance feedbackAnalyzes long-term impact of new or anticipated strategies and contributes to Allstate business and functional strategyEducation and Experience: 2+ years’ experience in a call center environment in a people management role2+ years operation/administrative experience with Avaya CMS, Verint workforce management mandatoryMust have excellent customer service skills and verbal/written communication skillsMust have strong analytical and strong organizational skillsProficiency in all Microsoft products with emphasis in Excel and Power Point Strong computer skills are required

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