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. As a leader in a corporation with 83,000 employees and agency force members, you’ll have a hand in transforming not only Allstate but a dynamic industry. 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 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 Work Force Management / Data Analytics Director is responsible for connecting enterprise strategies to business operations forecasting, staffing and delivery planning through data and analytics.  The position is also responsible for sponsoring and implementing optimization tactics, including software solutions and resource/skills solutions that drive maximum levels of efficiency across supported delivery areas. Enabling teams to effectively partner across business units is support of customer expectations is required.  Proficiency with workforce management tools as well as models will be necessary as both complex and abstract problems are addressed. 

Key Responsibilities

• Significantly influences the organization’s operations strategy and results through data reporting and analytics

• Responsible for operations forecasting, reporting and analytics including customer and agent contact centers and back-office processing operations
• Introduces and oversees strategic change through managers; including reporting improvements focused on data visualization, reporting self-service and end-user customization
• Provides thought leadership in data and analytics, analyzing long-term impact of updates to data and analytics solutions or methods
• Advises functional leaders and others on complex data and analytics. Uses data and analytics to identify emerging issues or trends affecting customers, employees, or the operations
• Leads team and/or guides agile team in solving complex, abstract problems and to improve operational performance  
• Serves as business owner for the software used in Workforce Management as well as other analytics supporting capabilities; could be either 3rd party supported or proprietary

Supervisory Responsibilities

• Oversight for a small team of technical analysts 
• Accountability for engaging and supporting agile teams

Preferred Qualifications

Education and Experience

• Bachelor’s Degree in Math, Statistics, Finance, Business, Economics, IT or related field, or equivalent experience
• 12 years of Contact Center Work Force Management, Strategic Forecasting and/or Operational Data and Analytics experience
• 5 years of insurance experience

Functional Skills

• Advanced analytical and problem-solving skills
• Strong communication skills, both written and verbal
• Advanced Work Force Management skills including market-leading tools proficiency
• General insurance and/or Customer Service knowledge
• Strong leadership skills
• Proven expertise in Agile Delivery methods

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.

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