• Job Description

  Req#: R18309
  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
  Are you a strategic thinker with a passion for data-driven decision-making and operational excellence? Do you thrive in fast-paced, high-volume call center environments where workforce agility directly impacts customer experience and revenue? If so, we want to meet you.
  
  About the Role
  
  As our Director of Workforce Strategy & Operations Research, you'll lead the evolution of workforce planning and analytics across our Direct Phone Sales (DPS) organization. This is a pivotal leadership role where you'll modernize how we forecast, schedule, and optimize staffing across multiple brands and channels-shifting from traditional models to a dynamic, operations research-driven strategy.
  
  You'll be at the forefront of transforming how we manage thousands of customer interactions daily, ensuring we have the right people, in the right place, at the right time.
  
  What You'll Do
  
  • Strategic Workforce Planning: Design multi-scenario models that account for call volume variability, risk, and long-term capacity needs.
  • Operations Research Integration: Apply simulation and optimization techniques to improve staffing efficiency and service levels in a high-volume contact center.
  • Cross-Functional Leadership: Lead the integration of legacy and acquired call center teams into a unified planning framework.
  • Real-Time Optimization: Modernize real-time operations from reactive queue management to proactive, automated resource allocation.
  • Performance Monitoring: Track and improve key call center metrics like agent utilization, service levels, and staffing accuracy.
  
  What You Bring
  
  • Proven leadership in workforce planning or operations research within a call center or contact center environment.
  • Deep knowledge of forecasting, simulation, and statistical modeling.
  • Experience leading cross-functional teams through complex operational transformations.
  • Strong communication skills to translate analytics into actionable business strategies.
  
  Bonus Points For
  
  • Background in Operations Research, Industrial Engineering, or Applied Mathematics.
  • Familiarity with workforce management tools (e.g., NICE, Verint) and analytics platforms (e.g., Tableau, Power BI).
  • Experience managing multi-brand, multi-channel call center operations.
  
  Ready to lead the future of workforce strategy?
  Apply now and bring your expertise to a team that values innovation, collaboration, and results.
  
  Skills
  Analytics, Call Center, Call Center Operations, Call Center Sales, Forecast Analysis, Human Capital Analytics, Human Resources Analytics, Operations Research, Statistical Data Analysis, Strategic Workforce Planning, Workforce Strategy, Workplace Strategy
  
  Compensation
  Compensation offered for this role is $185,000.00 - 249,500.00 annually and is based on experience and qualifications.
  
  The candidate(s) offered this position will be required to submit to a background investigation.
  
  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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  To view the "EEO is the Law" poster click "here". This poster provides information concerning the laws and procedures for filing complaints of violations of the laws with the Office of Federal Contract Compliance Programs
  
  To view the FMLA poster, click "here". This poster summarizing the major provisions of the Family and Medical Leave Act (FMLA) and telling employees how to file a complaint.
  
  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.

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