ARS-Operations Performance-Lead Cons

The world isn’t standing still, and neither is Allstate. We’re moving quickly, looking across our businesses and brands and taking bold steps to better serve customers’ evolving needs. That’s why now is an exciting time to join our team. You’ll have opportunities to take risks, challenge the status quo and shape the future for the greater good.

You’ll do all this in an environment of excellence and the highest ethical standards – a place where values such as integrity, inclusive diversity and accountability are paramount. We empower every employee to lead, drive change and give back where they work and live. Our people are our greatest strength, and we work as one team in service of our customers and communities.

Everything we do at Allstate is driven by a shared purpose: to protect people from life’s uncertainties so they can realize their hopes and dreams. For more than 89 years we’ve thrived by staying a step ahead of whatever’s coming next – to give customers peace of mind no matter what changes they face. We acted with conviction to advocate for seat belts, air bags and graduated driving laws. We help give survivors of domestic violence a voice through financial empowerment. We’ve been an industry leader in pricing sophistication, telematics, digital photo claims and, more recently, device and identity protection. We are the Good Hands. We don’t follow the trends. We set them.

Job Summary:

The Operations Strategy Lead is responsible for directly developing and supporting the assist center s major projects/initiatives by providing in-depth analytics that drive process improvement aligned to assist center goals. The position requires a detailed knowledge of service center best practices and service delivery optimization strategies. This includes developing presentations, following-up on issues and actions, and tracking multiple project/initiative components.

Key Responsibilities:

• Responsible for maintaining up-to-date knowledge of industry best practice and service delivery optimization strategies
• Provide key support to the assist center management team in the development of in-depth workforce planning modeling and operational analytics
• Provides strategic recommendations to business regarding IVR optimization, resource optimization including skill-based routing, service delivery
• Develop presentations to effectively communicate updates on performance management processes, technology, and effectiveness
• Partner with IT to implement technology infrastructure, including the hardware, software and telephony required to support the Assist Center strategy
• Leverage available technology to maximize consumer self-service utilization via IVR, web, and mobile in support of service delivery initiatives to increase contact deflection
• Maintain an understanding of both customer and rescue associate experience to enrich Assist Center performance management program
• Serve as lead analyst on special projects, system implementations, and process improvement initiatives

Supervisory Responsibilities:

This job does not have supervisory duties.

Education and Experience:

• Bachelor's Degree or equivalent experience
• 5 or more years of related experience

Certificates, Licenses, Registrations:

• None

Functional Skills:

• Strong analytical capabilities and project management skills
• Advanced Microsoft Office knowledge and PC/software skills
• Strong verbal and written communication skills
• Organizational and time management skills
• Call center experience in a large (+ 1MM annual contacts) environment and the ability to demonstrate core skills in planning and forecasting delivery

Notes:

The preceding description is not designed to be a complete list of all duties and responsibilities. May be required to perform other related duties as assigned. Regular, predictable attendance is an essential function of this job.

Compensation offered for this role is $82,000.00-$146,125.00 per year and is based on experience and qualifications.

The candidate(s) offered this position will be required to submit to a background investigation, which includes a drug screen.

Good Work. Good Life. Good Hands®.

As a Fortune 100 company and industry leader, we provide a competitive salary – but that’s just the beginning. Our Total Rewards package also offers benefits like tuition assistance, medical and dental insurance, as well as a robust pension and 401(k). Plus, you’ll have access to a wide variety of programs to help you balance your work and personal life -- including a generous paid time off policy. For a full description of Allstate’s benefits, visit allstate.jobs/benefits/

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Allstate generally does not sponsor individuals for employment-based visas for this position.

Effective July 1, 2014, under Indiana House Enrolled Act (HEA) 1242, it is against public policy of the State of Indiana and a discriminatory practice for an employer to discriminate against a prospective employee on the basis of status as a veteran by refusing to employ an applicant on the basis that they are a veteran of the armed forces of the United States, a member of the Indiana National Guard or a member of a reserve component.

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It is the Company’s policy to employ the best qualified individuals available for all jobs. Therefore, any discriminatory action taken on account of an employee’s ancestry, age, color, disability, genetic information, gender, gender identity, gender expression, sexual and reproductive health decision, marital status, medical condition, military or veteran status, national origin, race (include traits historically associated with race, including, but not limited to, hair texture and protective hairstyles), religion (including religious dress), sex, or sexual orientation that adversely affects an employee's terms or conditions of employment is prohibited. This policy applies to all aspects of the employment relationship, including, but not limited to, hiring, training, salary administration, promotion, job assignment, benefits, discipline, and separation of employment.