Analyst -Workforce Management

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

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

Job Responsibilities:

• Candidate must be willing to work 24 / 7 across shifts per business requirement.
• Meet service levels through real-time monitoring of the queues, scheduling, and timekeeping.
• Collaborate with peers to ensure goals are met.
• Detail oriented and ability to work in fast-paced environment.
• Provide inputs and recommendations for schedules and skilling.
• Process optimization within the team
• Regular, predictable attendance is an essential function of this job.

Knowledge/Skills/Abilities/Experience:

• 3+ years Analyst experience in a call centre environment will be an added advantage.
• 3+ years operation/administrative experience with Avaya CMS, Verint workforce management, Genesys, etc. will be added advantage.
• Must have excellent customer service skills.
• Must have excellent verbal/written communication skills.
• Must have strong analytical skills.
• Advanced Excel and reporting skills
• Strong computer skills are required with ability to toggle between multiple screens and applications.

Primary Skills

Shift Time

Recruiter Info

Dipti Murudkardsudh@allstate.com

About Allstate

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. And one where you can impact the future for the greater good.  

You’ll do all this in a flexible environment that embraces connection and belonging. And with the recognition of several inclusivity and diversity awards, we’ve 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 organization’s 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 here.

Experience Level

Entry Level