Workforce Management Cons

At Allstate, great things happen when our people work together to protect families and their belongings from life’s uncertainties. For more than 90 years, our innovative drive has kept us a step ahead of our customers’ evolving needs.

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. The position requires strong analytical and critical thinking skills to align staffing plans with forecasted needs, and supports operational workflows such as training scheduling, telephony skilling, new hire onboarding, and staffing initiatives.

• 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.

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

High school diploma or GED (Required).

2 or more years of experience (Preferred).

This position does not have supervisory duties.

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

Allstate generally does not sponsor individuals for employment‑based visas for this position. Under the Indiana House Enrolled Act (HEA) 1242, it is against public policy of the State of Indiana to discriminate against a prospective employee on the basis of veteran status.

For jobs in San Francisco, information regarding the San Francisco Fair Chance Ordinance is available. For jobs in Los Angeles, information regarding the Los Angeles Fair Chance Initiative for Hiring Ordinance is available. To view the “EEO Know Your Rights” poster, . To view the FMLA poster, .

The Company’s policy is to employ the best qualified individuals available for all jobs. Any discriminatory action taken on account of an employee’s ancestry, age, color, disability, genetic information, gender, gender identity, gender expression, sexual and reproductive health decision, marital status, medical condition, military or veteran status, national origin, race, religion, sex, or sexual orientation that adversely affects an employee's terms or conditions of employment is prohibited.

This policy applies to all aspects of the employment relationship, including hiring, training, salary administration, promotion, job assignment, benefits, discipline, and separation of employment.

Allstate provides a comprehensive technology setup, including a laptop, monitors, headset, keyboard, and mouse. Employees eligible to work from home also receive a monthly connectivity reimbursement to offset internet costs. When working from home, a dedicated, private workspace free from distractions and appropriate desk and seating are required. Reliable internet is required with minimum speeds of 50MB download and 5MB upload.

Allstate helps protect nearly 16 million households with auto, home, life, and retirement products. The role supports the company’s mission to provide customers with the best service and protection.