Forecasting & Staffing Leader
Allstate Roadside Services

Provide strategic direction for integrated contact center for all activity related to emergency roadside service, customer service, sales, and retention touch points. Functional emphasis on forecasting, staff planning, and real time traffic management. The operation is 24/7/365.

Key responsibilities include:

• Provide accurate volume forecasting models at 30, 60, 90, 180, and 365 day intervals based upon business momentum and reflect anticipated volume fluctuations. This includes a global and site appropriate forecast model including assessment of business capacity and making recommendations to ensure an overall optimized environment. Must accommodate varying servicing models based upon client specification, call type, and technology suite.
• Secure proper staffing globally and at site/client levels through ongoing and interactive communication.
• Proactively manage real time traffic across global network in order to optimize customer experience and ensure client servicing metrics are consistently met without incurring any service penalties.
• Meet or exceed all financial targets, e.g., cost per minute.
• Devise and gain internal consensus for business continuity planning. Provide periodic testing in order to ensure ready state implementation as needed. This activity includes planning ofr seasonal shifts, site outage, and natural disaster occurrences.
• Provide strategic recommendation to business regarding contact optimization including call structure, delivery channel, technology based optimization, etc.
• Provide timely and accurate reporting to internal and external clients. Meet client based reporting needs as specified.
• Real time staff maintain first notice of outage/system issues. Align resources in order to escalate in a timely manner as prescribed. Manage all communications, internally, to ensure timely and accurate dissemination of information at first notice, through and post resolution.
• Staff development including career planning and succession planning.

* Manage St Petersburg, FL local call center staffing / planning operation

Qualification

• 10 + years call center management experience in a large (+ 1MM annual contacts) environment and the ability to demonstrate core skills in planning and forecasting delivery.
• Strong skill set in forecasting application(s) such as eWorkforce Management or Blue Pumpkin
• Ability to execute multiple priorities in a diversified growth based business model.
• Strong verbal and written communication skills
• Executive presence, strong leadership skills, and influencing skills
• Experience in service delivery through an outsourced/globally sourced business solution.

Scope

• 10MM touch points per year
• $25MM + annual operating budget
• 24/7/365 service with emergency roadside emphasis