Job Overview
Location
USA - ID (Remote)
Job Type
Full-time
Category
Operations
Date Posted
July 9, 2026
Full Job Description
đź“‹ Description
- • At Allstate, great things happen when our people work together to protect families and their belongings from life’s uncertainties.
- • 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.
- • This position requires strong analytical and critical thinking skills to align staffing plans with forecasted needs.
- • The role also supports operational workflows such as training scheduling, telephony skilling, new hire onboarding, and staffing initiatives.
- • Candidates must demonstrate agility in a fast-paced environment, multitask effectively, and act with urgency.
- • A system-thinking mindset and proficiency in scheduling and ACD systems (including Verint, Avaya, Alvaria and AWS) are essential.
- • The role involves frequent verbal and written communication with associates, leaders, and stakeholders, and require excellent customer service and professional judgment to both daily tasks and long-term projects.
🎯 Requirements
- • 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
🏖️ Benefits
- • Compensation offered for this role is 47,500.00 - 61,600.00 - 78,000.00 USD annually and is based on experience and qualifications
- • 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 help offset internet costs
- • Reliable internet is required, with minimum speeds of 50 MB download and 5 MB upload
Skills & Technologies
See exactly how your profile matches this role — strengths, skill gaps, and what to do about them.
About The Allstate Corporation
The Allstate Corporation is a publicly traded insurance holding company headquartered in Northfield Township, Illinois. Through subsidiaries, it offers personal property, casualty, life, and health insurance, roadside assistance, and financial services across the United States and Canada. Founded in 1931 as part of Sears, Roebuck and Co., it became independent in 1993 and now serves approximately 16 million households. Allstate distributes products via exclusive agents, independent agencies, direct-to-consumer channels, and online platforms, underwriting risks through brands such as Allstate, Encompass, and Esurance, while also investing in technology-driven ventures like Arity and Allstate Identity Protection.
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