Senior Consultant

The Allstate Corporation is the nation’s largest publicly held personal lines insurer. A Fortune 100 company, with $156 billion in assets, Allstate sells 13 major lines of insurance, including auto, property, life and commercial. Allstate also offers retirement and investment products and banking services. Allstate is widely known through the “You’re In Good Hands With Allstate®” slogan. Allstate was founded in 1931 and became a publicly traded company in 1993.

This position will be responsible for aiding in the development and implementation of consulting projects by providing strategy, direction, and subject matter expertise for the areas of resource planning and analytic solutions.  Specifically, this individual will develop relationships and partner with the business client to share responsibility for identifying and forecasting workforce optimization solutions for ensuring effective and efficient utilization of resources.  Plan, organize, and manage the workload through accurate forecasts, staff calculations, and management reports. Mentor and train local core managers on best use of workforce management tools.  Has a strong understanding of programs, policies, and procedures for business area or technical field and leverages information to consult and develop moderate level projects. 
 

Demonstrates understanding of business unit and/or industry systems, processes and requirements.

  • Applies an advanced knowledge of programs, policies, and procedures in a business area or technical field gained through experience and training.
  • Utilizes knowledge to contribute to the development of functional strategy for one or more areas of the business.
  •  Understands departmental cost structure and recommends solutions that will positively impact profitability and operational efficiencies.

Gathers and analyzes business and stakeholder requirements. Collects and analyzes process data to initiate, develop and recommend business practices and procedures.

  • Works with minimal oversight.
  • Analyzes and forecasts volumes, trends and resources within business unit. 
  • Acts as a resource for colleagues with less experience.
  • May direct the work of other staff members.
  • Contributes to functional strategy by identifying and recommending the best solutions for clients/stakeholders.
  • Is responsible for providing and monitoring cost per transaction.

Ensures successful completion of projects.

  • Leads projects of moderate complexity to support business unit and department objectives.
  • Consults and acts as subject matter expert on the development, review and final approval of project estimates and statements of work for moderate efforts.

Initiates and supports business optimization efforts to enable effective and efficient delivery of valued services.

  • Defines and leads current and future state design sessions for moderately complex situations. 
  • Develops and articulates the scope, objectives, approach, and deliverables of the process redesign effort.
  • Implements business optimization initiatives within area of responsibility.
  • Writes, implements and coordinates business plans across the department.

Additional Responsibilities

  • Liaison between contact centers and other Allstate entities impacting call volume and staffing needs.
  • Produce monthly long-range forecasts for use in budget planning and recruiting planning.
  • Manage overall data collection process, ensuring data cleansing and adjustment; identify the impacts of business patterns, cycles and campaigns on forecasts.
  • Analyze implications of routing options on data collection and forecasts; translate technical analysis into business requirements and recommendations.
  • Run simulations and "what-if" scenario analysis for business cases.
  • Recommend to leadership appropriate action to maximize effective utilization of staff.
  • Ongoing best practice networking with non-Allstate entities to keep abreast of practices and technologies.

Education/ Experience/Certifications:  College Degree or equivalent work experience required.  Insurance industry knowledge or consulting certifications (i.e. BPM, Six Sigma, ASQ, Facilitation) a plus.


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