Support Express Core Consultant I

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

This role is responsible for analyzing contact center trends including call volumes, call patterns, and staff productivity, and monitoring resource allocation in a field office or centralized services location. This individual generates reports and alerts management to issues requiring attention as well as coordinating center staffing and scheduling plans. This role will also perform a variety of moderately complex and occasionally complex tasks requiring some independent judgment, including answering incoming calls, handling and referring complex issues to appropriate personnel, analyzing data, and running reports.

Key Responsibilities

• Evaluate potential scheduling/staffing problems and make recommendations for improvement

• Responsible for staffing and scheduling of daily work activities

• Consistently meets band level behaviors, production, quality, and/or customer service goals

• Delivers compassionate service that is fast, fair, and easy, to ensure customer retention

• Utilize Verint, WFM, AimCall, PMR, Maximo, business resumption planning/CERT, Cisco, RTA, TCS and other technologies associated with monitoring, running and analyzing business performance and needs

• Coordinate mainframe/LAN system problems with Allstate technology service center and monitor follow up to resolution

• Provides work guidance and direction to fewer senior employees

• Expected to provide analysis, guidance and support to senior leaders within the MCO along with facilitating valued interactions with multiple levels of internal customers and vendors

Education

• 4 year Bachelors Degree (Preferred)

Experience

• 2 or more years of experience (Preferred)

Supervisory Responsibilities

• This job does not have supervisory duties.

Skills

Analytical Thinking, Call Center Staffing, Data Analysis, Scheduling

Compensation

Compensation offered for this role is 53,500.00 - 84,625.00 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.

Effective July 1, 2014, under Indiana House Enrolled Act (HEA) 1242, it is against public policy of the State of Indiana and a discriminatory practice for an employer to discriminate against a prospective employee on the basis of status as a veteran by refusing to employ an applicant on the basis that they are a veteran of the armed forces of the United States, a member of the Indiana National Guard or a member of a reserve component.

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It is the Company’s policy to employ the best qualified individuals available for all jobs. Therefore, 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 (include traits historically associated with race, including, but not limited to, hair texture and protective hairstyles), religion (including religious dress), 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, but not limited to, hiring, training, salary administration, promotion, job assignment, benefits, discipline, and separation of employment.