Workforce Management Specialist

2 weeks ago


Remote, Canada Allstate Canada Full time

Our team is growing and we are actively looking to hire a **Workforce Management Specialist**

The Workforce Management Specialist is accountable for supporting the achievement of ACG’s short
- and long-term Mission, Vision and strategic objectives by:

- Providing real time intraday monitoring, including skill and schedule adjustments
- Using historical data to create call forecasts and administer schedules to agents
- Innovating new workflows for continuous improvement
- Working with key stakeholders to ensure targets are met, labour is optimized, and Allstate is providing a World Class Customer Experience.

**Role Designation: Home - Based**

**Accountabilities**:
**Forecasting and Planning**:

- Create long-, mid
- and short-term forecasts by examining trends and collaborating with key stakeholders to incorporate external factors
- Use forecasts to support key stakeholders in the planning of FTE required in the coming quarters and years.

**Scheduling**:

- Create, maintain administer schedules for agents including scheduling on
- and off-phone activities
- Analyze history and collaborate with key stakeholders to ensure targets are being met
- Work with Manager to design job aids for WFM tools (e.g. Community) and processes.
- Elicit and distribute information through focus groups, surveys, retrospectives, training sessions and 1:1 communication on use of the tool and on processes to ensure agents are using them to optimize schedules
- Funnel information to Manager to initiate bigger changes as required

**Real Time Management (Intraday)**:

- Work with key stakeholders to ensure we are meeting targets by analyzing recent intervals and quickly making adjustments to maximize effectiveness of staff based on service level goals
- Provide status reports throughout the day using information from telephony and WFM systems including but not limited to service levels, abandon %, average seconds to answer, average handle time, adherence.
- Ensure labour is optimized throughout the day.

**Continuous Improvement**:

- Collaborate with various stakeholders at Allstate in developing and enhancing standardized processes and workflows that maximize efficiency and quality:Identify opportunities to consolidate, automate and standardize processes

Develop and enhance queue/skill assignments to maximize occupancy and service levels
- Analyze and document value streams and customer journeys to uncover opportunities for improved processes and practicesIdentify anomalies and determine related stakeholder team to collaborate with

Notify Manager of concerns/opportunities and make recommendations for solutions
- Document and communicate the progress of deliverables to include key measurements and opportunity areas and risk assessments to management team and key stakeholders/partners.

**Other Duties**:

- Own Performance and Professional Development Plan with support from Manager
- Contribute to creation and maintenance of team Standard Operating Procedures and policies
- Other duties and special projects as assigned

**Qualifications**:

- 5 years’ experience within omni-channel contact centre environment, minimum 3 of those years in a WFM related role.
- Experience utilizing contact centre telephony systems and WFM software such as Avaya CMS and Community WFM and experience using ticketing systems such as ServiceNow.
- Experience with Microsoft Suite with an emphasis on O365 version (SharePoint, MS Teams, OneDrive for Business, etc.).
- Extensive experience creating and manipulating reports in Excel, (including experience with Visual Basic) and accessing reports from Power BI and/or Tableau.
- Experience defining and documenting business processes and capabilities.
- Experience facilitating focus groups, train the trainer experiences, and retrospectives in person and virtually.
- Proven ability to communicate key information succinctly and clearly verbally and in writing to audiences of various sizes and organizational levels.
- Ability to collaborate with others to reach goals.
- A continuous learner who is always curious.
- Sense of urgency with affinity for solving problems.
- Good relationship building and relationship management skills
- Ability to multi-task, exceptional time management.
- Highly self-motivated, able to work independently and prioritize well.
- Experience working successfully with a geographically distributed team.
- Flexibility to work any hours within the contact centre hours of operation: Monday to Friday 7am to 11pm, Saturday 9am to 5pm, Sunday 11am to 7pm
- College Diploma or University Degree in Business or Technology related field, or combination of education and experience.

Allstate Canada Group has policies and practices that provide workplace accommodations. If you require accommodation please let us know and we will work with you to meet your needs.

**Salary**: From $1.00 per hour

**Benefits**:

- Dental care
- Disability insurance
- Life insurance
- Paid time off
- Vision care

Sche



  • Remote, Canada GETS Energy Full time

    **Job description** You will In this role, you will: - Assist in filing energy assessment files - Input data into the CRM - Output reports to ensure that deadlines and targets are being met - Work with Energy Advisors to ensure that files are submitted without errors - Report reoccurring issues and work closely with Management personnel to ensure the...


  • Remote, Canada Fair Chance Learning Full time

    The Communication Specialist (Specialist) reports to Fair Chance Learning (FCL)’s Director of Marketing and Communication and works closely with the entire FCL team to ensure coordination of efforts to reach the organization’s strategic goals and objectives. The Specialist is responsible for **Role & Responsibilities** The role of the Specialist...

  • Security Specialist

    7 days ago


    Remote, Canada Flinks Full time

    **About Flinks** Flinks is driven by the belief that data should belong to the consumers. We enable the open, consent-based exchange of financial data while empowering businesses to connect their consumers with the services they want. Flinks connects to over 250 million financial accounts, and is trusted by hundreds of world-class companies. Flinks helps...


  • Remote, Canada Payactiv Full time

    **Position: Client Onboarding Specialist** **Company info: Payactiv** **Has Contact with**: Customers, Sales & Marketing teams, Customer Support, Management **Estimated Start Date**:ASAP **Work Location**: Remote (GTA location preferred) **Job Type**: Full-Time **Compensation**:Competitive package **Group Benefits**: Yes **Education**:A bachelor’s...


  • Remote, Canada Rockdoc Consulting Inc. Full time

    We are seeking a highly skilled and motivated Part-Time Freelance SEO Marketing Specialist with expertise in Google Ads to join our team. As a specialist in paid search, you will be responsible for driving the performance of our Google Ads campaigns, optimizing them for maximum ROI, and providing valuable insights to inform data-driven...

  • Pia Specialist

    17 hours ago


    Remote, Canada Maplesoft Group Full time

    **Title** - PIA Specialist **Location** - Remote **Start Date** - 10-09-2023 **Language** - English **Salary** - Negotiable **Security Clearance** - Reliability Status **Duration** - 6 Months **Date Posted** - 09-05-2023 **Job ID** - 13085 Maplesoft Group is currently seeking a PIA Specialist for our Federal Government client. The following...


  • Remote, Canada Nucleo Digital Full time

    We are looking for a Digital Analytics Implementation Specialist. Role description The Digital Analytics Implementation Specialist is responsible for reporting, analyzing and providing insights on all digital activities for Brand, Marketing & Measurement, Digital Hub and This individual will work across the organization demonstrating the value of data by...


  • Remote, Canada Tali AI Full time

    Tali AI is dedicated to tackling the issue of physician burnout through the development of a voice-enabled virtual assistant designed specifically for physicians. This innovative assistant streamlines their professional lives by significantly minimizing the time spent on documentation and administrative tasks. We are a results-focused and data-driven...


  • Remote, Canada S76 Full time

    Reporting to the Manager, the IT Support Specialist provides technical support and service to our valued customers, which includes but not limited to troubleshooting and resolving issues, routine equipment and software maintenance and installation. **KEY ACCOUNTABILITIES**: The following outlines the primary duties and responsibilities for the IT Support...


  • Remote, Canada MSH International (Canada) Ltd. Full time

    **Job Overview** The Intake Specialist will be the first point of contact for members requiring both medical and non - medical assistance. You will be the first point of contact before having the case assigned to a Case Coordinator. The Intake Specialist duties includes but is not limited to helping members find health care providers, book appointments, and...


  • Remote, Canada TaxDome Full time

    **Sales Operations Specialist** TaxDome is the #1 practice management platform for accounting firms in the US - we have grown over 100X in the last 5 years and serve tens of thousands of businesses globally with millions of end-clients. **About the team**: - We are a US-based SAAS firm targeting the accounting industry. In other words, we use technology...


  • Remote, Canada Gray Line Sightseeing Victoria Full time

    Are you passionate about travel, and creating unforgettable experiences? Do you thrive in a fast-paced environment where you can make a meaningful impact? If so, we have the perfect opportunity for you! We are seeking an experienced tourism professional with deep knowledge of the cruise and shore excursion industry to take the lead on creating, marketing,...


  • Remote, Canada Plumbing Heroes Full time

    **Job Description: Google Ads and SEO Specialist** **Company Overview**: Plumbing and Heating Heroes is a leading provider of plumbing and heating services, dedicated to delivering exceptional customer experiences and reliable solutions. We specialize in residential and commercial plumbing, heating, and gas services, ensuring comfort and safety for our...


  • Remote, Canada Meraki Resources Full time

    ** This position is remote within British Columbia** **Your team** Meraki Resources is a reputable group of companies concentrated on Forestry, Civil construction, and Heavy-duty Mechanical operations. Meraki is growth oriented with operations currently in the Central Okanagan, Vancouver Island, and the Northern interior. We have created an unwavering...


  • Remote, Canada Luminara Academy Full time

    Job Summary: **Responsibilities**: - Conduct market research to identify target audiences and trends - Create engaging content for website, blog posts, social media platforms, and other marketing materials - Optimize website content for SEO purposes - Manage marketing automation platforms to streamline processes and improve efficiency - Analyze marketing...


  • Remote, Canada PayShepherd Full time

    **Job Title: QA Specialist** **Join Our Remote Team & Shape the Future of Procurement** Are you a design enthusiast ready to leave your mark on the tech industry? Do you want to work from the comfort of your home while making a real impact? If so, we've got the perfect opportunity for you. Welcome to PayShepherd, a trailblazer in the world of procurement....


  • Remote, Canada Rosedale Academy Full time

    **Position Description** We are seeking an Education/Technology professional to join our high-achieving and dynamic team. The LMS Support Specialist will support the Project Management Office and report to the Project Managers. **Key Responsibilities**: - Completes required online (LMS) course content updates as directed by the Project Managers. -...


  • Remote, Canada Canadian Wildlife Federation Full time

    **Your Connection to Wildlife** - As one of Canada’s largest not for profit leaders in wildlife conservation, research, and advocacy, we are seeking to fill the following position _ **WILD Outside Remote Leadership Specialist**: **2 Positions**: - _WO Remote YLS - East (NB, NS, PEI, NL) _ - _WO Remote YLS - West/Prairie (BC, AB, SK, MB)_ **Reports to**:...


  • Remote, Canada Labour Market Information Council Full time

    Communications Specialist **Position Title**: Communications Specialist **Reports To**: Director of Communications **Employment type**: Contract (12 months) **Location**: Anywhere in Canada **Language requirements**: Bilingual essential **About the Labour Market Information Council** The Labour Market Information Council (LMIC) is a not-for-profit...


  • Remote, Canada FAHM Technology Partners Full time

    Job Summary: We are seeking a dedicated IBM Turbonomics Specialist to join our team. In this role, you will be responsible for deploying, configuring, and optimizing Turbonomics software to ensure efficient resource utilization across various cloud environments. Your expertise will be pivotal in monitoring infrastructure performance and collaborating with...