Call Center Scheduling Coordinator

Call Center Scheduling Coordinator

This position is responsible for managing and adjusting daily schedules based on real-time demand. The Call Center Coordinator works closely with the Supervisor of Workforce Management, who accurately forecasts load, and the Supervisor of Scheduling who builds optimal schedules to ensure staffing aligns with demand.

Responsibilities:

• Monitoring real-time traffic to ensure scheduled activities are adhered to, including lunches, breaks, training sessions, meetings, and other offline activities.

• Balancing traffic and shifting agent skillsets to other queues based on necessity.

• Updating agent profiles in software to reflect real-time changes and pre-planned vacation requests and other preplanned activities.

• Analyze data and generate daily ad-hoc reports for a high volume of agents to ensure accurate adherence.

• Communicate real-time statistics and staffing to upper management and modify any changes needed to maintain/achieve immediate and future Service Level goals.

Qualifications:

• High school diploma or equivalent required, bachelor’s degree in business administration, computer science, or information systems preferred.

• Minimum 3 years’ experience with automatic call distribution (ACD) technology, workforce management software, call center productivity management, as well as the preparation of agent schedules in a 24/7 call center environment.

• Proficiency in Microsoft Office software, including Outlook, Word, PowerPoint, and Excel.

• Proven ability to achieve high service quality results as well as meet productivity levels required

Benefits:

• Extraordinary medical/dental/vision/life benefits
• 401(k) Savings plan with company match
• Tuition assistance
• PTO for community volunteer programs
• Wellness program
• Employee discounts (membership, insurance, travel, entertainment, services and more!)

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