Posted On: 01-31-2014
Position Title: Workforce Management Analyst II-JAC00444
Job Location: Jacksonville, FL

Job Description

Allstate Benefits has an exceptional opportunity for a Workforce Management Analyst II in Jacksonville, FL as a part of the Customer Care Center. The Customer Care Center provides best in class customer service support to policyholders, agents and brokers regarding organizational products and practices. This position will be responsible for maximizing Workforce Management and reporting tools to support the Workforce Management Unit of the Call Center Operations team.

Key Responsibilities of the Workforce Management Analyst II include:

  • Provide staffing recommendations based on consistent and accurate analysis of historical data
  • Effectively allocate resources based on call type and customer specifications
  • Provide staffing models to fully support meeting service level goals
  • Prepare trend analysis to identify and anticipate call volume fluctuations
  • Adjust staffing levels to cover peak volumes
  • Identify and react quickly to immediate representative needs for appropriate skill coverage
  • Identify and implement process improvement opportunities


  •  Minimum of 2 years operation/administration experience with Avaya CMS, Verint WFM applications
  • Report analysis experience with high proficiency in Microsoft Excel required
  • Workforce Management experience in a call center
  • Strong commitment to providing exceptional customer service
  • Requires excellent communication skills, both verbal and written
  • Strong analytical and organizational skills required
  • Proficient Microsoft knowledge and strong computer skills are required

**Call center hours are 8 am – 8 pm; the ideal candidate would have to be able to work a shift that would cover 11 am to 8 pm**

Job: Customer Service

Job Type: Experienced

Primary Location: FL-Jacksonville