Job Summary
The Sr Consultant provides accurate long range forecasts and staffing models to optimize customer experience and business needs. Fully support service level agreements across various clients, products, and programs. The operation is 24x7x365.
Key Responsibilities
- Provide accurate volume forecasting models at 30, 60, 90 day intervals (45 day lock) based upon business momentum and reflect anticipated volume fluctuations. This includes a general and site appropriate forecast model including assessment of business capacity and training needs, 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
- Lead the analysis and implementation of service recovery in support of client needs, financial targets, and process optimization
- Participate in business continuity planning from a planning perspective including balancing redundancy needs, etc.




- Provide timely and accurate reporting to internal and external clients. Meet client based reporting needs as specified.
Knowledge/Skills/Abilities/Experience
- 3-5 years call center management experience in a large (+ 1MM annual contacts) environment and the ability to demonstrate core skills in planning and forecasting delivery
- Working knowledge of Avaya CMS/CentreVu and Business Objects desired
- Ability to execute multiple priorities in a diversified growth based business model
- Strong verbal and written communication skills
Level Guide: Please refer to the Allstate Level Guide on MyHR Knowledge
Regular, predictable attendance is an essential function of this job.
Integon, a Great Place to Work, provides innovative technology and customer support services to major personal lines insurance providers, including Fortune 100 companies rated A+ (Superior), by A.M. Best, for financial strength.

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