Work Force Management Specialist

Location: Calgary Office
Employment Type: Full-Time Regular
Department: Allstate Brand: Customer Contact Centre
# of positions: 1



The Work Force Management (WFM) Specialist will be working with our Allstate agencies and the Customer Contact Centre to ensure that our clients are serviced properly by scheduling and/or skilling insurance agents based on work force requirements and historical data.

Specific Accountabilities:

  • Monitor and schedule phone activities (inbound and outbound);

  • Ensure efficient real time management of daily activities;

  • Review, analyze and possess a strong understanding to forecast and plan;

  • Accurately provide required support with work on call routing;

  • Report on results in accurate and timely manner;

  • Other tasks as required.

Skills & Qualifications:

  • 2-5 years experience in Work Force Management of in a contact centre environment;

  • Post-secondary education is considered an asset;

  • Experience with CMS Supervisor (Avaya platform) is considered an asset;

  • Knowledge of Community (WFM tool) is considered an asset;

  • Demonstrated PC and Software skills (Microsoft Word, Excel, Power Point);

  • Excellent verbal and written communication skills;

  • Ability to collaborate with others to achieve goals;

  • Ability to work in a high volume and fast paced environment with changing priorities;

  • Ability to work well independently and be highly motivated;

  • Willingness to travel.

Allstate Canada Group has policies and practices that provide workplace accommodations. If you require accommodation please let us know and we will work with you to meet your needs.

Allstate Insurance Company of Canada is one of the country's leading producers and distributors of home and auto insurance products, serving Canadians since 1953. The company strives to keep its customers in "Good Hands®" as well as its employees, and is proud to be named a Best Employer in Canada for the sixth consecutive year. Allstate Canada is committed to making a positive difference in the communities in which it operates and has partnered with organizations such as MADD Canada, United Way and Junior Achievement. To learn more about Allstate Canada, visit For safety tips and advice, visit

We’re proud to have made Aon Hewitt’s 2018 list of the

Best Employers in Canada!








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