The Workforce Management Associate Manager role at National General, part of Allstate Corporation, is crucial for ensuring that the organization meets its service level guarantees while providing top-notch customer satisfaction. This position involves working with complex staffing and forecasting models and offers opportunities for both short-term and long-term strategic planning. With a focus on data-driven decision-making, this role will lead initiatives to optimize workforce performance and drive results through effective management and analysis.
In this position, the successful candidate will undertake several essential responsibilities, including but not limited to:
Complex Staffing Models: Develop and maintain accurate volume forecasting models at regular intervals to ensure optimal staffing levels aligned with call volume fluctuations.
Real-Time Analysis: Oversee the NGLS Real Time Analysis and Forecasting & Planning teams, ensuring that service levels and customer satisfaction metrics are being met and exceeded.
Influence and Communication: Provide subject matter expertise and communicate effectively with stakeholders about call volume trends and staffing strategies.
Performance Feedback: Offer performance feedback to supervising managers to assist in employee growth and development, helping to influence positive outcomes across the board.
Project Representation: Represent the NGLS Workforce Management team in various projects involving Verint and AWS, providing troubleshooting and admin functions where necessary.
Direct People Leadership: Lead and manage a diverse team of seven employees located across the United States and Mexico, fostering a culture of trust and accountability.
To be considered for this role, candidates must possess a blend of experience and skills:
Experience: 1-2 years in Workforce Management, specifically with skills in forecasting, scheduling, and real-time adherence practices, along with experience in AWS Connect and/or Verint WFM platforms.
People Management: At least 2 years of experience leading high-performing teams, showcasing strong emotional intelligence and interpersonal abilities.
Communication Skills: Excellent verbal and written communication skills are vital for translating complex data into clear insights for diverse stakeholders.
Technical Proficiency: Proficient use of Microsoft Office, particularly Excel, with intermediate to advanced skills in pivot tables and formula manipulation.
Analytical Skills: Strong analytical and problem-solving capabilities, emphasizing data-driven planning and decision-making.
Adaptability: Must be highly adaptable and organized, capable of managing multiple priorities in a dynamic work environment.
While not mandatory, the following qualifications are desirable:
Previous experience implementing WFM strategies across multiple teams or business units.
Experience working with international teams to promote aligned goals and a unified team culture.
This role includes supervisory duties, managing a team of employees located across both U.S. and Mexican offices. The ideal candidate should be comfortable with providing guidance and oversight to ensure team success.
Joining Allstate as a Workforce Management Associate Manager comes with unique opportunities for career growth and valuable benefits. This position encourages professionals to push their skills further, contributing to the shaping of the future of protection in the insurance sector. National General, as part of the Allstate family of companies, prides itself on its employees’ capability to challenge the status quo and make meaningful impacts.
National General Holdings Corp., with its roots tracing back to 1939, operates as a part of Allstate and offers a range of consumer insurance products. National General has a strong financial background, rated A- (excellent) by A.M. Best, and continues to deliver personal and commercial insurance products, including auto, homeowners, and niche offerings through independent agents and direct to consumers.
Equal Opportunity Employment: National General Holdings Corp. is committed to being an Equal Opportunity (EO) employer and welcomes applicants from all diverse backgrounds. All qualified applicants will receive consideration for employment without regard to any characteristic protected by law.
Work Authorization: Candidates must possess authorization to work in the United States as the company does not sponsor visa applications.
In summary, the Workforce Management Associate Manager at Allstate represents a role where strategic leadership meets operational excellence, requiring candidates who are not only highly skilled but also capable of fostering collaboration and results-driven performance within a diverse team.
This job offer was originally published on himalayas.app
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