Only 24h Left Workforce Management Analyst Iii

At Allstate great things happen when our people work together to protect families and their belongings from lifes 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 SummaryThe Analyst III 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 Key ResponsibilitiesCreate and maintain accurate volume forecasting models at regular intervals Provide short term and long-term strategic planning Communicates call volume fluctuations and staffing models to support the service levels Provides timely and accurate reporting including CSR scorecards and trending as required Provides analysis and thought leadership around call and cost optimization to Operations Manager Represent WFM for requests and conference calls Completes individual tasks assignments and or long-term 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 Knowledge Skills Abilities Experience2 years Analyst experience in a call center environment 2 years operation administrative experience with Avaya CMS Verint Genesys workforce management 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 Key ResponsibilitiesCreate and maintain accurate volume forecasting models at regular intervals Provide short term and long-term strategic planning Communicates call volume fluctuations and staffing models to support the service levels Provides timely and accurate reporting including CSR scorecards and trending as required Provides analysis and thought leadership around call and cost optimization to Operations Manager Represent WFM for requests and conference calls Completes individual tasks assignments and or long-term 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 Knowledge Skills Abilities Experience2 years Analyst experience in a call center environment 2 years operation administrative experience with Avaya CMS Verint Genesys workforce management 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 Primary Skills Customer Centricity Digital Literacy Inclusive Leadership Learning Agility Results-OrientedShift TimeRecruiter Info Annapurna Jhaajhat allstate comAbout AllstateJoining our team isnt just a job xe2x80x94 its an opportunity One that takes your skills and pushes them to the next level One that encourages you to challenge the status quo And one where you can impact the future for the greater good Youll do all this in a flexible environment that embraces connection and belonging And with the recognition of several inclusivity and diversity awards weve proven that Allstate empowers everyone to lead drive change and give back where they work and live Good Hands Greater Together The Allstate Corporation is one of the largest publicly held insurance providers in the United States Ranked No 84 in the 2023 Fortune 500 list of the largest United States corporations by total revenue The Allstate Corporation owns and operates 18 companies in the United States Canada Northern Ireland and India Allstate India Private Limited also known as Allstate India is a subsidiary of The Allstate Corporation The India talent center was set up in 2012 and operates under the corporation s Good Hands promise As it innovates operations and technology Allstate India has evolved beyond its technology functions to be the critical strategic business services arm of the corporation With offices in Bengaluru and Pune the company offers expertise to the parent organizations business areas including technology and innovation accounting and imaging services policy administration transformation solution design and support services transformation of property liability service design global operations and integration and training and transition Learn more about Allstate India