Direct Sales Workforce Management Consultant

At Allstate, great things happen when our people work together to protect families and their belongings from life’s 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 Description

Are you someone who enjoys solving problems in real time, working with data, and helping a fast-paced operation stay one step ahead? This role offers the opportunity to make a direct impact on the performance of our Direct Phone Sales organization, supporting both Allstate Sales and National General Sales Contact Centers.

As a Direct Sales Workforce Management Consultant, you’ll play an important role in ensuring our contact centers have the right resources in place to meet sales and service goals. You’ll monitor real-time performance, analyze workforce trends, and make timely recommendations that help balance customer demand with staffing needs.

This role is ideal for someone who is analytical, proactive, comfortable making decisions in a rapidly changing environment, and energized by partnering with associates and leaders across the business. You’ll also support key workforce management activities including scheduling, training coordination, telephony skilling, new hire readiness, and staffing initiatives.

Success in this role requires strong critical thinking, excellent communication, a customer-focused mindset, and the ability to confidently navigate workforce management and contact center technologies such as Verint, AWS, Avaya, and Alvaria.

Key Responsibilities

Monitor real-time contact center performance and take proactive action to help maintain appropriate work conditions and achieve service-level goals.

Analyze key workforce and contact center metrics, including call forecasts, volume trends, average handle time, agent adherence, and auxiliary time, to identify trends and recommend solutions.

Evaluate and process agent scheduling requests, including time away, flex time, overtime, and off-phone activities, while balancing forecasted staffing requirements.

Support workforce management activities such as training schedules, telephony skilling, new hire preparation, and staffing initiatives.

Apply sound judgment, analytical thinking, and problem-solving skills to daily responsibilities, assignments, and longer-term projects.

Adapt quickly to changing business needs, effectively manage multiple priorities, and act with a sense of urgency when needed.

Build strong partnerships and deliver an excellent experience through clear, professional communication with associates, leaders, and key stakeholders.

Work within scheduling and ACD platforms, including Verint and AWS, to support efficient contact center operations.

What You’ll Bring

Strong analytical and problem-solving skills AI, and Power BI skills with the ability to see both the details and the bigger picture.

A proactive, forward-thinking approach with the ability to anticipate needs and identify solutions.

Confidence making informed decisions and navigating situations where the answer may not always be black and white.

Strong adaptability and comfort working in a dynamic, frequently changing environment.

A systems-oriented mindset with the ability to learn and work across multiple technologies.

Strong organization and multitasking skills with the ability to manage competing priorities.