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Workforce and Scheduling Analyst (CORE A
Job Field: Office Jobs
Location: POCATELLO, ID
Job Type: Full Time
Location: POCATELLO, ID
Job Type: Full Time
JOB SUMMARY:
Title: Workforce and Scheduling Analyst (CORE Admin) - Pocatello-Chubbuck CCC Idaho Location: ID-Pocatello Job Number:_POC00107 Allstateapos;s new Customer Contact Center (CCC) inPocatello-Chubbuck,Idahois looking for a call center Workforce and Scheduling Administrator. This individual will be responsible for analyzing our workforce and scheduling activities by tracking, monitoring, and adjusting those activities as needed. The results of this work will help ensure optimal utilization of resources and support of business objectives within the CCC and it will ensure effective and efficient resolution of staffing and scheduling needs. Job Characteristics: * Achieve (develop and implement) established standards of productivity and service. * Staffing and scheduling of daily work activities. * Coordinate workflow. Make real time adjustments as needed * Responsible for ensuring effective and efficient forecasting, load balancing of calls, troubleshooting and escalation of issues, etc. * Effectively, efficiently and expediently communicate information to staff and management team. * Participate in the operational management of the center. * Evaluate potential scheduling/staffing problems and make recommendations for improvement. * Identify and evaluate trends for improving overall workflow * Coordinate telephone problems with service providers and monitor follow up resolutions. * Coordinate mainframe/LAN system problems withAllstateTechnologyServiceCenterand monitor follow up to resolution. * Ensure accuracy and timeliness of updates to all systems * Conduct reviews on inbound call handling to identify opportunity areas for the center to improve overall results * Gather data and produce reports. Analyze information to make recommendations for improvement. Work Schedule: This position is expected to support the second shift. Hours are typically supporting shifts beginning as early as 12:00 pm and staying as late as 11:30 pm, Monday through Sunday. However, call volume is subject to changing business environments. Interested individuals should persue this opportunity with this in mind and the understanding that the schedule is subject to change. Compensation: Allstate offers a very competative compensation package that includes benefits such as medical, dental, vision, 401K, and paid time off, most starting on the first day of employment. Hear what current employees have to say about working at Allstate:http://www.allstate.com/Allstate/content/refresh-videos/HR/Allstate_General_Hiring.wmv! Qualifications: Qualifications: * Advanced Skills in: - Organization and Leadership experience - Time management. - Communication. -CallCenterscheduling process. * Analytical Skills * Two to four years leadership experience. * Microsoft Windows proficiency and advanced skills in Excel. * Verint scheduling skills/knowledge. * Visua Basic skills a plus * Two to four years experience inCallCentersite preferre. * College degree preferred Job: Customer Service
Title: Workforce and Scheduling Analyst (CORE Admin) - Pocatello-Chubbuck CCC Idaho Location: ID-Pocatello Job Number:_POC00107 Allstateapos;s new Customer Contact Center (CCC) inPocatello-Chubbuck,Idahois looking for a call center Workforce and Scheduling Administrator. This individual will be responsible for analyzing our workforce and scheduling activities by tracking, monitoring, and adjusting those activities as needed. The results of this work will help ensure optimal utilization of resources and support of business objectives within the CCC and it will ensure effective and efficient resolution of staffing and scheduling needs. Job Characteristics: * Achieve (develop and implement) established standards of productivity and service. * Staffing and scheduling of daily work activities. * Coordinate workflow. Make real time adjustments as needed * Responsible for ensuring effective and efficient forecasting, load balancing of calls, troubleshooting and escalation of issues, etc. * Effectively, efficiently and expediently communicate information to staff and management team. * Participate in the operational management of the center. * Evaluate potential scheduling/staffing problems and make recommendations for improvement. * Identify and evaluate trends for improving overall workflow * Coordinate telephone problems with service providers and monitor follow up resolutions. * Coordinate mainframe/LAN system problems withAllstateTechnologyServiceCenterand monitor follow up to resolution. * Ensure accuracy and timeliness of updates to all systems * Conduct reviews on inbound call handling to identify opportunity areas for the center to improve overall results * Gather data and produce reports. Analyze information to make recommendations for improvement. Work Schedule: This position is expected to support the second shift. Hours are typically supporting shifts beginning as early as 12:00 pm and staying as late as 11:30 pm, Monday through Sunday. However, call volume is subject to changing business environments. Interested individuals should persue this opportunity with this in mind and the understanding that the schedule is subject to change. Compensation: Allstate offers a very competative compensation package that includes benefits such as medical, dental, vision, 401K, and paid time off, most starting on the first day of employment. Hear what current employees have to say about working at Allstate:http://www.allstate.com/Allstate/content/refresh-videos/HR/Allstate_General_Hiring.wmv! Qualifications: Qualifications: * Advanced Skills in: - Organization and Leadership experience - Time management. - Communication. -CallCenterscheduling process. * Analytical Skills * Two to four years leadership experience. * Microsoft Windows proficiency and advanced skills in Excel. * Verint scheduling skills/knowledge. * Visua Basic skills a plus * Two to four years experience inCallCentersite preferre. * College degree preferred Job: Customer Service
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