Analyst- Workforce Management

Job Description

Workforce Management effectively monitors and tracks call flow volumes to ensure service standards are met. The Lead Consultant 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

Job Responsibilities

Create 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 
Volume forecasting and staffing recommendations for reps
Provides timely and accurate reporting including scorecards and trending as required
Provides analysis and thought leadership around call and cost optimization to Operations Manager
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
Drive process automation and optimization within the team
People Management: 
Builds long-term relationships within team by creating an environment of safety and innovation
Creates an environment of accountability amongst themselves and direct reports
Executes HR-related processes and develops staff through coaching and mentoring and providing specific, timely, open, honest, and constructive performance feedback
Analyzes long-term impact of new or anticipated strategies and contributes to Allstate business and functional strategy
Education and Experience:
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
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