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
The Operational Workflow Analyst is responsible for reviewing and investigating comprehensive quality reviews and support for the operational effectiveness unit of the customer care operations team. The individual will work with team members on the GENESYS/UNIFIED COMMUNICATIONS AND SERVICE NOW APPLICATIONS. The Operational Workflow Analyst will participate in the implementation, coordinates activities and processes and impact team results through quality of service and by applying thought leadership and their subject matter expertise.
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Key Responsibilities
- Utilize Genesys Cloud-Telephony application to implement, coordinate and process new features.
- Partner closely with Telecom to create and enhance call flows-workflows and processes (within department)
- Analyze and document value streams and agent journeys to uncover opportunities for improved processes and practices.
- Design efficient and effective standards for workflow using various tools (e.g. MS-Teams, Vizio, Service Now, Jira/Confluence) ensuring Stakeholders use them to streamline collaboration with each other and operational support teams.
- Notify appropriate individuals of opportunities and make recommendations for solutions.
- Develop and enhance KPI's for department and individual performance
- Identify stakeholders and bring them together to understand what they need to know, what changes are happening, communicate findings, and Document and communicate the progress of deliverables to include key measurements, opportunity areas and risk assessments to management team and key stakeholders/partners.
- Elicit and distribute information through focus groups, surveys, retrospectives, training sessions (train the trainer) and 1:1 communication
- Collect information from various sources to effectively send cohesive content for distribution
- Develop content for use in training/knowledge base and partner with support teams on 'train the trainer' sessions
- Contribute to creation and maintenance of team Standard Operating Procedures and policies
- Other duties and special projects as assigned
Participate in the operational training team in the training of new hires
Create and maintain job aids
Reviews and develops customer feedback trend data from survey reporting for all call centers to assist in drawing conclusions to drive business results
Shares feedback and improvement ideas to supervisors/management
Develop and implement training/coaching programs for performance initiatives
Education
4 year Bachelors Degree (Preferred)
Experience
2 or more years of experience (Preferred).
Experience in a Genesys Cloud based environment
Supervisory Responsibilities
This job does not have supervisory duties.
Education & Experience (in lieu)
* In lieu of the above education requirements, an equivalent combination of education and experience may be considered.
Skills
Customer Centricity, Digital Literacy, Inclusive Leadership, Learning Agility, Results-Oriented
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.®