Direct Sales Workforce Management Consultant

This is a fully remote position, open to applicants in South Dakota.

📋 Description

• Oversee real-time performance of the contact center and proactively manage work conditions to meet service-level objectives.

• Evaluate workforce and contact center metrics such as call forecasts, volume trends, average handling time, agent compliance, and auxiliary time.

• Review and process scheduling requests from agents, covering time off, flexible hours, overtime, and off-phone tasks.

• Assist with training schedules, telephony skills development, preparation for new hires, and staffing strategies.

• Utilize analytical skills and problem-solving techniques in everyday tasks and long-term projects.

• Adjust to evolving business requirements and prioritize multiple tasks with urgency.

• Foster professional relationships and communicate effectively with team members, leaders, and stakeholders.

• Operate within scheduling and ACD systems, including Verint, AWS, and Avaya, to enhance contact center functionality.

⛳️ Requirements

• A minimum of 2 years of relevant experience is preferred.

• Excellent analytical and problem-solving abilities.

• A proactive, forward-thinking mindset with the capacity to foresee needs and propose solutions.

• Capability to make informed decisions in uncertain situations.

• Flexibility in a dynamic and frequently changing environment.

• Proficient in learning and navigating various technologies.

• Strong organizational and multitasking capabilities.

• Proficiency in developing effective partnerships across teams and hierarchical levels.

• Experience or capability to work with workforce management and contact center technologies, including Verint, AWS, Avaya, and Alvaria.

• Ability to work remotely with a designated, distraction-free workspace.

• Must have reliable internet with minimum speeds of 50 MB download and 5 MB upload.

• Background investigation submission is required.

• Allstate typically does not sponsor individuals for employment-based visas for this role.

🏝️ Benefits

• Complete technology setup that includes a laptop, monitors, headset, keyboard, and mouse.

• Monthly reimbursement for connectivity to help cover internet expenses for eligible remote employees.