Workforce Strategy & Operations Research Director

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

Are you a strategic thinker with a passion for data-driven decision-making and operational excellence? Do you thrive in fast-paced, high-volume call center environments where workforce agility directly impacts customer experience and revenue? If so, we want to meet you.

About the Role

As our Director of Workforce Strategy & Operations Research, you’ll lead the evolution of workforce planning and analytics across our Direct Phone Sales (DPS) organization. This is a pivotal leadership role where you’ll modernize how we forecast, schedule, and optimize staffing across multiple brands and channels—shifting from traditional models to a dynamic, operations research-driven strategy.

You’ll be at the forefront of transforming how we manage thousands of customer interactions daily, ensuring we have the right people, in the right place, at the right time.

What You’ll Do

• Strategic Workforce Planning: Design multi-scenario models that account for call volume variability, risk, and long-term capacity needs.
• Operations Research Integration: Apply simulation and optimization techniques to improve staffing efficiency and service levels in a high-volume contact center.
• Cross-Functional Leadership: Lead the integration of legacy and acquired call center teams into a unified planning framework.
• Real-Time Optimization: Modernize real-time operations from reactive queue management to proactive, automated resource allocation.
• Performance Monitoring: Track and improve key call center metrics like agent utilization, service levels, and staffing accuracy.

What You Bring

• Proven leadership in workforce planning or operations research within a call center or contact center environment.
• Deep knowledge of forecasting, simulation, and statistical modeling.
• Experience leading cross-functional teams through complex operational transformations.
• Strong communication skills to translate analytics into actionable business strategies.

 Bonus Points For

• Background in Operations Research, Industrial Engineering, or Applied Mathematics.
• Familiarity with workforce management tools (e.g., NICE, Verint) and analytics platforms (e.g., Tableau, Power BI).
• Experience managing multi-brand, multi-channel call center operations.

Ready to lead the future of workforce strategy?
Apply now and bring your expertise to a team that values innovation, collaboration, and results.

Skills

Analytics, Call Center, Call Center Operations, Call Center Sales, Forecast Analysis, Human Capital Analytics, Human Resources Analytics, Operations Research, Statistical Data Analysis, Strategic Workforce Planning, Workforce Strategy, Workplace Strategy

Compensation

Compensation offered for this role is $185,000.00 - 249,500.00 annually and is based on experience and qualifications.

The candidate(s) offered this position will be required to submit to a background investigation.

Allstate generally does not sponsor individuals for employment-based visas for this position.

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