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.
Responsibilities:
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.
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.
Qualifications:
4-yr 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 24 x 7 call center environment.
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.
The starting pay range for this position is:
$24.39 - $32.49Additionally, 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
“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).