Job Description

At Allstate, great things happen when our people work together to protect families and their belongings from lifexe2x80x99s uncertainties. And for more than 90 years our innovative drive has kept us a step ahead of our customersxe2x80x99 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 isnxe2x80x99t just a job xe2x80x94 itxe2x80x99s 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.Youxe2x80x99ll do all this in a flexible environment that embraces connection and belonging. And with the recognition of several inclusivity and diversity awards, wexe2x80x99ve 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 organizationxe2x80x99s 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 .

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