Operational Workflow Analyst (Genesys Cloud)

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

Allstate Insurance Company of Canada is a leading home and auto insurer focused on providing its customers prevention and protection products and services for every stage of life. The company is proud to have been named a Best Employer in Canada for nine consecutive years and prioritizes supporting employees and fostering an inclusive, welcoming corporate culture. Allstate is committed to making a positive difference in the communities in which it operates through partnerships with charitable organizations, employee giving and volunteerism. Serving Canadians since 1953, Allstate strives to provide reassurance with its "You’re in Good Hands" promise.

Through our Employee Value Proposition, Opportunity, Flexibility, Community, Diversity and Family, we have worked hard to develop and nurture a culture where employees feel valued, experience personal growth, have career options and truly enjoy the work they do.

Benefits To Joining Allstate

• Flexible Work Arrangements
• Employee discounts (15% on auto and property insurance, plus many other products and services)
• Good Office program (receive up to 400$ back after purchasing office equipment)
• Student Loan Payment Matching Program for Government Student Loans
• Comprehensive Retirement Savings Program with employer matched contributions
• Annual Wellness allowance to support employees with improving health and wellbeing
• Personal reflection day
• Tuition Reimbursement
• Working within the community and giving back!
  
  

Role Designation: Fully Remote

The Operational Workflow Analyst is responsible for reviewing and investigating quality and process improvements for the operational effectiveness of the customer care operations team. You will collaborate with team members on Genesys/Unified Communications and ServiceNow applications, contributing to process optimization and service excellence through thought leadership and subject matter expertise.

Key Responsibilities:

• Implement, coordinate, and process new features using the Genesys Cloud–Telephony application.
• Collaborate with Telecom to optimize workflows and enhance call flows.
• Analyze data streams and customer journeys to identify opportunities for improved processes and efficiencies.
• Develop performance KPIs for both the department and individual contributors.
• Provide recommendations based on analysis and drive solutions for improvement.
• Use collaborative tools (e.g., MS Teams, Vizio, ServiceNow, Jira) to ensure effective communication and streamlined teamwork.
• Engage stakeholders to understand requirements, communicate key updates, and manage project deliverables.
• Disseminate information through reports, surveys, retrospectives, and training sessions.
• Create and maintain team Standard Operating Procedures (SOPs) and related documentation.
  
  

Qualifications:

• Post-secondary degree or diploma in Technology, Computer Science, or a related field.
• Minimum 2+ years of experience in a similar operational or workflow analysis role.
• Strong experience with Genesys Cloud, Telephony, and communication tools is preferred.
• Proven ability to work with cross-functional teams and manage complex workflows.
• Experience with business process analysis and the creation of SOPs.
• Excellent communication skills and a proven track record of driving process improvements.
  
  

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.