Job Details | Traffic Associate - (Job Number: 0008PB)

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Allstate Insurance Corporation

 Location: Barrington, IL 60010 Document ID: A3384-0C7M Posted on: 2010-02-1802/18/2010 Job Type: Regular

Job Schedule:Full-time
2010-03-20
 

Traffic Associate - (Job Number: 0008PB)

Allstate Roadside Services is the second largest publicly traded provider of roadside assistance and associated services in the U.S. marketplace today. Allstate Roadside Services emerged from an acquisition by Allstate Insurance Company of the Partnership Marketing Group (PMG) in 2008, integrating them with Allstate Motor Club, one of the nation's top motor clubs with nearly 50 years of roadside expertise. PMG's 43 year heritage brought a rich portfolio of offerings; such as Signature Motor Club, one of the leading providers of roadside assistance in the nation; as well as legal benefit plans and membership-based affinity offerings.
Unifying these two highly recognized and well established roadside assistance providers enables Allstate Roadside Services to continue to serve millions of drivers in the U.S., Canada, and Puerto Rico through the Allstate Motor Club, as well as a wide array of industries, including wireless providers, fleet vehicles, and one of the fastest growing segments in the marketplace: wholesale auto partners (OEM)s. For more information, visit www.allstateroadsideservices.com.
The Traffic Associate supports all activities related to site specific staff planning and real time staff allocation.
Key Responsibilities:
  • Complete planning and scheduling activities related to daily and monthly staffing plans based upon data feed from corporate offices working through e-Work Force Management, Avaya and Business Objects reporting tools, etc.
  • In conjunction with site and business leadership actively manage exception reporting in order to ensure accurate staffing and reporting occurs in support of business needs including scheduled training, hiring needs, client visits, etc.
  • As directed provide short term (next day, 12 day, etc) and long term (30 day and beyond) forecasting/staffing models in support of site and business goals.
  • Perform real time call allocation changes in order to ensure equitable customer experience based upon current staffing, CSR availability, and business expectations.
  • Escalate all issues/concerns/problems as per guidelines. Follow the event through resolution ensuring final communication is offered to appropriate parties.
  • In the event of a local outage, partial or complete, follow shut down plan including immediately notification of outage, proper evacuation/shut down procedures, etc.
  • Provide timely and accurate reporting as per business need.

Qualification

Scope
  • 10MM touch points per year
  • Extensive interface with Real-Time Management team, site planning staff, and internal business customers.
  • $25MM + annual operating budget
  • 24/7/365 service with emergency roadside emphasis
Qualifications
  • 1-3 years call center administrative experience.
  • Demonstrated ability to work with Avaya Centre Vu, Business Objects, and e-Work Force Management applications.
  • Ability to execute multiple priorities in a diversified growth based business model.
  • Strong math / statistical aptitude with attention to detail. Ability to translate environmental changes into appropriate need for change in staffing and / or call allocation.
  • Attention to detail and the ability to manage multiple conflicting priorities.
  • Effective verbal and written communication skills

Allstate Corporation is an Equal Opportunity Employer.

     
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