Call Center Scheduling Coordinator

Call Center Scheduling Coordinator

This position is responsible for managing and amending daily schedules based on real time demand. While the Supervisor, Workforce Management accurately forecasts load, and the Supervisor, Scheduling builds optimal schedules to ensure staffing matches demand, the Real Time Adherence (RTA) Coordinator makes minute-by-minute decisions to ensure resources are available to handle real time traffic loads

Job Duties

• Monitor real time traffic, ASA attainment and agent schedules. Ensure adherence to scheduled activities including lunches, breaks, training sessions, meetings and other off-line activities.
• Maximize production adjusting agent hours as needed. Solicit overtime, schedule additional hours, as well as allow leave without pay as needed. Work with Production Coordinators to schedule ad hoc coaching, meetings and other activities when call load is below forecast and ASA is overachieved.
• Communicate with Production Coordinators regarding agent actual log-on/log-off to scheduled log-on/log off variances.
• Balance traffic and ASA objectives for each line of business by shifting agents to other queues based on need. Ensure ASA service objectives and inbound/outbound call demands are achieved.
• Upload Supervisors with information for daily DLB meetings, and recommend inter-office staffing changes. Ensure staff is in place and swat teams activated during periods when one or more offices may be off-line due to technical problems, natural disasters, or other unforeseen circumstances.
• Update agent profiles in workforce management software to reflect all real time changes. Forward pre-planned vacation requests and other pre-planned activities to Scheduling Supervisor.
• Activate “swat team” as production reinforcements are needed. Update radio board displays and other alert vehicles as needed.
• Alert ESD when technical problems arise with workforce management tool.
• This position identifies issues and problems related to scheduling and goal achievement and chooses appropriate action to resolve and satisfy member, public agency and contractor phone answering goals.
• The position is called on to make minute-by-minute, immediate decisions, and must quickly come to conclusions in the best interest of the operations to meet service goals. Decisions are made and independently based on call center knowledge and queuing theory. Supervisory intervention is moderate, although occasionally necessary when issue resolution is outside of authorized job scope.

Qualifications

• Associates
• 1-3 years Call center productivity management, workforce management software, preparation of agent schedules in a 24 x 7 call center environment. Preferred
• Knowledge of existing and emerging workforce management software, automatic call distribution (ACD) technology and industry best practices required.
• Demonstrated leadership capabilities, including the ability to develop and motivate others.
• Proven ability to achieve high service quality results as well as meet productivity levels required.
• Professional written and oral communications skills required, along with demonstrated people management skills, organizational skills and time management skills.
• Proficiency in using Microsoft Office software, including Outlook, Word, PowerPoint, Excel and Access.
• Position may require occasional travel to AO and other operations for meetings and training
• Valid Driver’s License, acceptable Department of Motor Vehicles record and minimum liability insurance – Issued by State

Scope

• Work is accomplished with limited direction. Determines and develops approach to solutions. Work is evaluated upon completion to ensure objectives have been met.
• Provides resolution to a diverse range of recognizable complex problems. Analysis is required to identify root cause. Uses judgment within defined boundaries to develop alternate solutions, both long and short term. Problem/Task resolution timeframe: Inclusive of shorter timeframes, but typically the majority of tasks take three to six months to resolve.
• Plans and arranges own work, refers only unusual cases to supervisors or others.
• Individual Contributor
• Failure to obtain results or erroneous judgments or recommendations would normally have serious results and may require substantial expenditure of resources to correct and/or achieve goals.
• Contacts are frequently inter-organizational and outside customer/vendor interactions. Part of a team who represents the organization. Monitors activities and communicates information across the organization

The starting pay range for this position is:

$23.78 – $31.70

Additionally, for full time positions, you will be eligible to participate in our incentive program based upon the achievement of organization, team and personal performance.

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Remarkable benefits:

• Health coverage for medical, dental, vision
• 401(K) saving plan with company match AND Pension
• Tuition assistance
• PTO for community volunteer programs
• Wellness program
• Employee discounts

Auto Club Enterprises is the largest federation of AAA clubs in the nation. We have 14,000 employees in 21 states helping 17 million members. The strength of our organization is our employees. Bringing together and supporting different cultures, backgrounds, personalities, and strengths creates a team capable of delivering legendary, lifetime service to our members. When we embrace our diversity – we win. All of Us! With our national brand recognition, long-standing reputation since 1902, and constantly growing membership, we are seeking career-minded, service-driven professionals to join our team.

“Through dedicated employees we proudly deliver legendary service and beneficial products that provide members peace of mind and value.”

AAA is an Equal Opportunity Employer

The Automobile Club of Southern California will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable federal, state, and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance (FCIHO), the Unincorporated Los Angeles County (ULAC) regulation, and the California Fair Chance Act (CFCA). 

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