Workforce Management Consultant I

Title: Workforce Management Cons I

Location: Fully Remote

USA - ID (Remote)

Job Description:

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. 

The role supports Direct Phone Sales operations, including the Allstate Sales and Nat Gen Sales Contact Centers, enabling optimal contact center performance to meet sales targets and deliver exceptional service experiences. Key responsibilities include real-time monitoring of contact center metrics—such as call volume trends, forecast accuracy, average handle time, and agent adherence—to proactively manage work conditions and meet service level goals. This position requires strong analytical and critical thinking skills to align staffing plans with forecasted needs. The role also supports operational workflows such as training scheduling, telephony skilling, new hire onboarding, and staffing initiatives. Candidates must demonstrate agility in a fast-paced environment, multitask effectively, and act with urgency. A system-thinking mindset and proficiency in scheduling and ACD systems (including Verint, Avaya, Alvaria and AWS) are essential. The role involves frequent verbal and written communication with associates, leaders, and stakeholders, and require excellent customer service and professional judgment to both daily tasks and long-term projects.

Key Responsibilities

• Monitor real-time contact center performance and adjust staffing and workflows to meet service level targets
• Analyze workforce management metrics—including call forecasts, volume trends, average handle time, and adherence—and provide recommendations to optimize performance
• Evaluate and process agent scheduling requests (e.g., time off, flex time, overtime, off-phone activities) to align with forecasted staffing needs
• Support workforce planning activities, including training schedules, telephone skill assignments, new hire onboarding preparation, and staffing initiatives
• Utilize workforce management and telephony systems (e.g., Verint, AWS, Avaya) to manage scheduling, performance monitoring, and operational workflows

Functional Skills

• Data analysis and problem-solving
• Decision-making and ambiguity management
• Change management and adaptability
• Multitasking and workload prioritization
• Workforce management systems and technology proficiency

Education

• High school diploma or GED (Required)

Experience

• 2 or more years of experience (Preferred)

Supervisory Responsibilities

• This job does not have supervisory duties.

Education & Experience (in lieu)

• In lieu of the above education requirements, an equivalent combination of education and experience may be considered.

Skills

Compensation

Compensation offered for this role is 47,500.00 - 61,600.00 - 78,000.00 USD [annually] and is based on experience and qualifications.

The candidate(s) offered this position will be required to submit to a background investigation.

Joining our team isn’t just a job — it’s an opportunity. One that takes your skills and pushes them to the next level. One that encourages you to challenge the status quo. One where you can shape the future of protection while supporting causes that mean the most to you. Joining our team means being part of something bigger – a winning team making a meaningful impact.

Allstate generally does not sponsor individuals for employment-based visas for this position.