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
Administer outbound contact functionality and manage projects of cross-functional nature amongst
Customer Call Center inbound/outbound, Outbound Sales, Retention, and Operations Support
resources. Influence Marketing, Innovation, and Corporate Brand (MICB) leadership in utilization of
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outbound contact technology and functionality.
Key Responsibilities
- Execute on predictive dialer and outbound related activities
- Provide deep business subject matter expertise and thought leadership around strategic projects utilizing predictive dialer technology
- Serve as an application subject matter expert on strategic outbound projects and act as a consultant to the business on improving lead performance effectiveness in partnership with MICB departments. Influence senior leadership decisions and actions in how the predictive dialer technology and lead prioritization enhances progress toward strategic goals and objectives
- Maximize capabilities of the business managed platforms to improve and drive results through partnership with MICB leadership
- Identify outbound dialer functionality required to meet business objectives, working with the Dialer application product and Call Center technology owners to adopt and implement on behalf of Direct Sales.
- Advise on design and appropriate use of outbound technology to achieve strategic business goals
- Advocate for outbound processes with regard to legal compliance such as TCPA/DNC
- Partner with Technology Strategy & Support to schedule new product releases and enhancements
- Drive Improvement and Innovation in Outbound Functions and Effectiveness
- Design and improve processes through outbound telephony infrastructure
- Lead the business teams partnership with Technology Support to inform overall technology roadmap
- Analyze long-term impact of outbound initiatives/strategies
- Develop and mentor others to build predictive dialer business knowledge and expertise thus creating bench strength
- Provide requirements and partner with Technology Support to monitor daily, weekly, and monthly scripts run to optimize table performance, build calling lists, report generation, file integrations, etc.
Experience
- College Degree or equivalent work experience
- Possess strong business acumen, leadership skills and practical system experience
- Must be self-motivated and capable of working virtually and across multiple centers/locations
- Demonstrated knowledge of call center operations, business capabilities, outbound dialer strategies, etc (Prior experience with Noble/Alvaria a plus)
- Possess excellent verbal and written communication skills and the ability to interact professionally with a diverse group including executives, managers, supervisors, subject matter experts, and application users
- Strong background in data visualization to support story telling of outbound sales and retention results
- Strong relationship building, coaching, mentoring and influencing skills
- Project management and organization - Engages resources (people, material, support) to get things done; orchestrates multiple activities to accomplish a goal; uses resources effectively and efficiently
- Strong analytical skills required, including an extensive understanding of how to interpret department business needs and translate them into application and operational requirements
- Competency in developing effective solutions to diverse and complex business opportunities
- Ability to think conceptually, analytically and creatively
- Ability to analyze, develop, and implement business processes
- Strong organizational, communication and administrative skills
- Experience working with enterprise relational databases and data warehouses (Oracle,
- Hadoop, Postgres, SQL Server)
- Experience with Word, Excel, Access, Outlook, and/or Report Builders (Tableau/PowerBI) required.
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
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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