Associate Manager - Workforce Management

Date Opened: Apr 2, 2024

Location: Pune, Maharashtra, IN

Company: Allstate Insurance Company

Job Description

The Associate Manager beyond performing complex staffing and forecasting models to drive service level and customer satisfaction results to achieve and exceed service level guarantees and smart goals, is also expected to provide innovative ideas to simplify operations.

Job Responsibilities

  • Responsible for trend analysis and opportunity identification within and across business
  • Drives improvement through coordinating, identifying, and helping to eliminate barriers to help achieve business results 
  • Collaborates with Home Office, Regional Leaders, and other AORs to identify business issues, analyze financial and operational results, and create continuous improvement in financial, quality, and expense management
  • Collaborate with Home Office and Regional Leaders to identify strategic opportunities for cross-functional improvement
  • Assists in the development and implementation of solutions to achieve key business results
  • Assists with performance management, compensation planning, education strategy, and deployment plans for employees
  • Assists in technology and compliance projects
  • Create and maintain accurate volume forecasting models at regular intervals
  • Volume forecasting and staffing recommendations for reps
  • Provides analysis and thought leadership around call and cost optimization to Operations Manager
  • 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
  • Leads teams in understanding the link between Allstate objectives and their contributions

Primary Skills

4+ years’ experience in a call center environment in a people management role

4+ years operation/administrative experience with Genesys is mandatory

Avaya CMS, Verint workforce management experience will be an added advantage

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