Customer Care Center Manager (HO236849)

The position is located in Northbrook, IL

The purpose of the department is allocating resources across the Agency and Customer Support (ACS) contact centers.

The scope of this job is forecasting call volume by half hour for any ACS contact center and projecting the required staff to handle the volume.

The individual will be responsible for

1. Achieving the most effective utilization of the contact center staff. This includes optimizing forecasts and schedules to achieve customer satisfaction goals.
2. Achieving appropriate utilization of the forecasting and scheduling tools currently in place as well as keeping abreast of emerging call center management technologies and operating practices.
3. Liaison with the call centers and other Allstate support area such as Marketing, Information Technologies, Telecommunications, P-CCSO and outside vendors.
4. Supporting workforce management in the sites by analyzing data and following up on related issues.
5. Compare actual results to forecast for each site and recommend to leadership appropriate action to maximize effective utilization of resources.

The skills required are:

1. Intermediate - Communications - oral, written, analytical and presentation
2. Intermediate - Flexible and able to perform under pressure while maintaining consistent high level of accuracy and quality
3. Intermediate - Ability to multi-task and establish priorities within all routine responsibilities
4. Intermediate - Microsoft suite of products
5. Intermediate - Call center technology and software ACD, IVR, CTI, CRM, Workforce Management

Experience Required:
Minimum of 3-5 years of industry experience in call center operations and 2-3 years of "hands on" experience using TCS/Aspect workforce management applications.


Computer Proficiency:
TCS/Aspect eWorkforce management applications, all Microsoft Office applications (Excel/PowerPoint)

Education:
High School or Equivalent - Preferred
Major preference: Management Information Systems and/or Statistics
REQUIREMENTS
Experience Required:
Minimum of 3-5 years of industry experience in call center operations and 2-3 years of "hands on" experience using TCS/Aspect workforce management applications.