Call Center Scheduling Coordinator

Call Center Scheduling Coordinator

This position is responsible for managing and amending daily schedules based on real time demand and monitoring real time traffic, service levels and agent schedules.

This position works with WFM and management to ensure daily sales objectives are met using Genesys skill based call routing application.

This position works with WFM and management to schedule ad hoc meetings and other activities.

This position alerts necessary management when technical issues arise.

This position works with other RTAs and management across departments and across sites in monitoring agent call activity to achieve goals.

This position will require minimal Sales Clerk duties and other operational processes within the Direct Sales Operations team.

Additional requirements :

• 4-year college degree in Business Administration, Computer Science, Information Systems or related field desired or equivalent combination of experience and education preferred.
• Minimum 3 years' experience with call center productivity management, as well as with workforce management software and the preparation of agent schedules in a call center environment.
• Knowledge of existing and emerging workforce management software, automatic call distribution technology and industry best practices required.
• Proven ability to achieve high service quality results as well as meet productivity levels required.
• Professional written and oral communication skills required, along with demonstrated people management skills, organizational skills and time management skills.
• Proficiency in using Microsoft Office software, including Outlook, Word, PowerPoint and Excel.
• Position will require minimal Sales-clerk duties and other operational processes within the Direct Sales Operations team.

The starting pay range for this position is : $24.39 - $32.49

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.

Remarkable benefits :

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).