Workforce Management Lead Consultant
4 weeks ago
Job Description
As a Workforce Management Lead Consultant at Allstate Benefits, you will play a critical role in ensuring service standards are met by effectively monitoring and tracking call flow volumes. Your expertise in complex staffing and forecasting models will drive service level and customer satisfaction results, exceeding service level guarantees and smart goals.
Key Responsibilities
- Create and maintain accurate volume forecasting models at regular intervals
- Provide short-term and long-term strategic planning
- Communicate call volume fluctuations and staffing models to support service levels
- Develop volume forecasting and staffing recommendations for representatives
- Provide timely and accurate reporting, including scorecards and trending as required
- Contribute analysis and thought leadership around call and cost optimization to Operations Manager
- Complete individual tasks, assignments, and/or long-term projects through applying professional judgment, knowledge, and experience
- Influence others through subject matter expertise and provide performance feedback to Supervising Manager where applicable
- Drive process automation and optimization within the team
People Management
- Build long-term relationships within the team by creating an environment of safety and innovation
- Create an environment of accountability amongst themselves and direct reports
- Execute HR-related processes and develop staff through coaching and mentoring, providing specific, timely, open, honest, and constructive performance feedback
- Analyze the long-term impact of new or anticipated strategies and contribute to Allstate business and functional strategy
Requirements
- 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
- Excellent customer service skills and verbal/written communication skills
- Strong analytical and organizational skills
- Proficiency in all Microsoft products, with emphasis in Excel and PowerPoint
- Strong computer skills are required
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