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
We are seeking a dynamic professional with a strong background in outbound contact center operations, business analytics, and project management to join our team. This role focuses on administering outbound contact center functionality and managing cross-functional projects that span Customer Call Center (inbound/outbound), Outbound Sales, Retention, and Operations Support. The ideal candidate will leverage their expertise to influence Marketing, Innovation, and Corporate Brand (MICB) leadership on the strategic utilization of outbound technology and analytics.
Key Responsibilities
Outbound Contact Center Operations
- Execute and oversee predictive dialer and other outbound-related activities.
- Act as a subject matter expert on outbound applications, advising on improving lead performance and driving effectiveness in collaboration with MICB departments.
- Advocate for compliance with legal requirements, including TCPA/DNC regulations.
Strategic Leadership and Consultation
- Provide thought leadership and deep business expertise on strategic projects involving predictive dialer technology.
- Influence senior leadership on the integration of outbound technology to achieve business objectives.
- Collaborate with MICB leadership to optimize outbound platforms and maximize results.
Technology and Process Innovation
- Identify and implement outbound dialer functionality required to meet business goals.
- Partner with Technology Strategy & Support teams to enhance outbound technology, scheduling new product releases and updates.
- Design and optimize outbound telephony processes and infrastructure.
- Lead the outbound technology roadmap in partnership with Technology Support.
Analytics and Performance Improvement
- Analyze long-term impacts of outbound initiatives to inform strategy.
- Develop data-driven solutions to optimize lead performance and outbound contact center effectiveness.
- Provide data visualization to communicate sales and retention performance effectively.
Leadership and Mentorship
- Mentor team members to build predictive dialer expertise and business knowledge.
- Foster strong relationships across departments, coaching and influencing stakeholders to drive success.
Operational Execution
- Manage daily, weekly, and monthly scripts, ensuring optimized table performance, list creation, report generation, and system integrations.
Experience and Skills
Required Qualifications:
- Bachelor's Degree or equivalent work experience.
- Strong understanding of outbound call center operations and strategies, including predictive dialer systems (experience with Noble/Alvaria is a plus).
- Proficiency in tools such as Tableau, Power BI, and enterprise databases (Oracle, Hadoop, Postgres, SQL Server).
- Advanced Excel, Word, Access, and Outlook skills.
- In lieu of the above education requirements, an equivalent combination of education and experience may be considered.
Core Competencies:
- Strong business acumen with proven leadership and analytical capabilities.
- Ability to interpret business needs and translate them into operational and technological solutions.
- Exceptional verbal and written communication skills for engaging diverse audiences.
- Expertise in data visualization to support storytelling and performance analysis.
- Project management expertise, with strong organizational and multitasking abilities.
- Proven ability to mentor, build relationships, and influence at all levels.
- Conceptual, analytical, and creative thinking to drive innovative solutions.
Supervisory Responsibilities
- This job does not have supervisory duties.
#LI-AT2
Skills
Customer Centricity, Digital Literacy, Inclusive Leadership, Learning Agility, Results-Oriented
Compensation
Compensation offered for this role is $78,600.00 - 142,275.00 annually and is based on experience and qualifications.
The candidate(s) offered this position will be required to submit to a background investigation.
Joining our team isn’t just a job — it’s an opportunity. One that takes your skills and pushes them to the next level. One that encourages you to challenge the status quo. And one where you can impact the future for the greater good.
You’ll do all this in a flexible environment that embraces connection and belonging. And with the recognition of several inclusivity and diversity awards, we’ve proven that Allstate empowers everyone to lead, drive change and give back where they work and live.
Good Hands. Greater Together.
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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