Workforce Management Senior Associate

At Allstate, great things happen when our people work together to protect families and their belongings from life’s uncertainties. And for more than 90 years, our innovative drive has kept us a step ahead of our customers’ evolving needs. From advocating for seat belts, air bags and graduated driving laws, to being an industry leader in pricing sophistication, telematics, and, more recently, device and identity protection. 

Job Description

The Workforce Management Senior Associate supports contact center scheduling operations across National General and Allstate. This role is primarily responsible for processing time off requests, schedule changes, and daily absences while delivering high quality support to agents. It’s a strong entry step into Workforce Management (WFM), offering exposure to staffing needs, schedule optimization, and workforce processes.
You’ll work within a collaborative team, helping maintain accuracy, meet ticketing service level agreements (SLA’s), and ensure smooth day to day operations.

Responsibilities

• Process time‑off requests, flex scheduling, absences, and schedule updates with a high degree of accuracy.

• Manage all agent inquiries and requests through ServiceNow

• Respond to agents professionally via email and messaging; this role has the highest level of agent interaction on the WFM team. Manage same‑day call‑outs via email.

• Maintain a high level of accuracy and attention to detail in all tasks to ensure data integrity and compliance with internal standards.

• Understand staffing needs and apply good judgment when reviewing requests or resolving conflicts.

• Meet or exceed quality assurance and internal customer satisfaction targets through consistent, reliable performance.

• Support low‑complexity reporting tasks and assist with routine data pulls.

• Meet team SLA expectations and contribute to teamwide process improvement.

Skills & Qualifications

• Strong attention to detail and ability to thrive in repetitive, high‑volume processing work.

• Excellent written and verbal communication skills.

• Analytical thinker with good judgment and comfort navigating grey areas. Capability of evaluating requests, identifying issues, and applying sound judgment to resolve them.

• Time & Task Management: Able to prioritize multiple tasks, meet deadlines, and maintain performance in a high-volume environment.

• Technically proficient; comfortable learning new systems and using AI‑assisted workflows.

Nice to Have:

• Experience with workforce management systems (Verint a plus).

• Familiarity with ServiceNow or similar ticketing tools.

• Contact center or workforce operations experience.

• Data‑minded, tech‑savvy, and interested in optimizing processes.

The work schedule for this role is as follows: 9:30am-6:00pm CT Tuesday through Saturday. This role may include non‑standard work hours and is eligible for shift differential pay based on the assigned shift.   Shift premiums vary by time of day and increase for evening overnight and weekend work.  Premiums are paid based on actual hours worked when a minimum of three hours are worked within the applicable shift.
 

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Skills

Call Center Operations, Call Center Staffing, Compliance, Problem Solving, Process Improvements, Scheduling, Workforce Management (WFM)

Compensation

Compensation offered for this role is $18.00- $23.00/hr and is based on experience and qualifications.

The candidate(s) offered this position will be required to submit to a background investigation.

Joining our team isn’t just a job — it’s an opportunity. One that takes your skills and pushes them to the next level. One that encourages you to challenge the status quo. One where you can shape the future of protection while supporting causes that mean the most to you. Joining our team means being part of something bigger – a winning team making a meaningful impact.

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.

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.

When working from home, you must have a dedicated, private workspace free from distractions, along with appropriate desk and seating. Reliable internet is required, with minimum speeds of 50 MB download and 5 MB upload.