About Us
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.
Allstate operate a very flexible hybrid working policy that will allow you to design your working week in collaboration with your manager with a blend of remote and office working for NI based employees as well as condensed working patterns (4 day week/9 day fortnight).
Join our award winning team and you’ll find challenge and reward in a culture of innovation, support and balance.
Location
Belfast/ Derry-Londonderry/ Strabane
Your role in the team
Our Workforce Management Team (WFM) which is comprised of US and ANI analysts that collaborate daily to ultimately ensure the correct staffing of Allstate Technology Support Center (ATSC) employees to ensure global goals are maintained to support out Allstate Agents, Employees and Customers. In addition, the WFM team provide interval analysis, monitor demand flow, handle all scheduling of PTO, collaborate with leaders on all channels within the ATSC, provide reports on metrics, staffing and incidents within the ATSC.
Key responsibilities include but not limited to:-
- Facilitate scheduling/capacity planning, reporting and run the business processes for the ATSC Service Desk.
- Effectively demonstrating extreme flexibility while maintaining the ability to multi-task and exercise sound time management and decision-making skills.
- Partners with stakeholders in the development, implementation and management of workforce processes and programs in the Service Desk. This includes, Project management, Workforce planning and responsible for maintaining, tracking headcount and attrition for the ATSC, in support of a positive work environment that enables business objectives within the Service Desk.
- Partners with forecasting team to ensure effective scheduling for all ATSC teams. Think creatively about solutions to complex business issues related to staffing.
- Coordinate meetings with the business to review results and determine where action should be taken to improve performance.
- In addition, the Workforce Management Consultant is responsible for working with the business on ATSC IVR testing, broken investigation and enhancements. via creating user stories.
Collaborates and Communicates
- Provides information to employees, management in a clear and professional fashion.
- Participates in and leads meetings with WFM and key stakeholders, customers as required.
- Collaborate with cross functional teams to identify issues, develop and execute action plans across all areas in support of business.
- Creates reporting and analysis, proposals, and business cases to support the business.
- Adapts way of influencing different people, recognizing different needs/motivation
- Adapts communication techniques for audiences at multiple internal levels
Leads/Manages Projects
- Creates and Leads projects that require the coordination of multiple stakeholders.
- Document’s progress of project to include key measurements and opportunity areas.
- Communicates the status of projects to leadership team and key stakeholders internal and external to the department.
- Understands and operates software and/or hardware necessary of position.
- Adapts projects, programs or methods based on customer or business partner feedback
Implements and Monitors Plan
- Prepare analysis of staffing plans against measures of success keeping customer in mind
- Contribute and implement strategic/tactical plans to achieve stated objectives and goals.
- Identify process improvements. explore future technology and systems, develop information management tools, documents, and reports to effectively manage results.
- Develops understanding of competitor/industry practices while constantly reviewing ATSC processes and delivering enhancements or change as needed.
So, what are the essential criteria to apply?
- All candidates must evidence an existing right to work in the UK'
- Excellent technical abilities, especially with Microsoft Office Suite (Word, Excel, PowerPoint) where the successful candidate will specifically demonstrate strong practical competencies working with large amounts of data (analysis, trending, and reporting)
- Excellent communication skills, listening, written and verbal. Experience in delivering presentations containing complex information to a leadership audience
- High level of accuracy, attention to detail and ability to proof one's own work
- Proven ability in managing multiple priorities given aggressive timelines; comfortable performing in a fast paced, dynamic and ambiguous business environment.
- Has good critical thinking skills – skillfully evaluating information based on experience, reflection, making reasoned judgments that are logical and well thought out
- 2 years’ experience in coordinating projects, strategic and tactical initiatives from design through to delivery.
We also have some desirable criteria
- Previous Workforce Management /Resource planning experience within a contact center environment is preferred
- Understanding of the Avaya phone application and Live Engage chat platform is preferred
- Experience using the Verint Workforce Management Suite (Impact 360 and Strategic Planner) or other WFM software is preferred
- Educated to Degree level or equivalent
- Project or incident Management experience (ITIL/Six Sigma/KCS Certified/Prince2)
What we offer
As Digital DNA’s Workplace of the Year 2020 & 2022 winners, we offer a generous benefits package that includes flexible annual leave entitlement, dental and healthcare insurance, an attractive pension package and discounts on gym memberships, public transport and parking.
Allstate invests heavily in your development, as an employee you will have access to multiple world-class learning platforms and courses from our award-winning in-house Learning & Development team.
We pride ourselves in providing clear career paths and opportunities for internal mobility allowing you to further develop within the organisation.
We encourage a better work life balance and you’ll have the opportunity to apply for various flexible working arrangements.
Statement on Fair Employment and Equal Opportunities
Allstate NI wishes to ensure equal opportunity is given to all job applicants. This company will not discriminate on the grounds of race, gender (including gender reassignment status), sexual orientation, religious belief, political opinion, marital status, age or disability.
We are an equal opportunities employer. We welcome applications from all suitably qualified persons. However, as women are currently under-represented in our workforce, we would particularly welcome applications from women. All appointments will be made on merit.
Applicants should note Allstate NI complete AccessNI background checks on all candidates offered a position.
The closing date for receipt of applications is Saturday 6th August 2022.
