Call Center Operations Analyst

Join our dynamic team as an Operations Analyst in the Membership and Insurance Service Call Center. with a specialty in memberships and insurance services. In this role, you'll harness data driven insights to optimize and enhance our service delivery within a bustling call center setting.

The role is remote and scheduled Tuesday through Saturday from 10:45 a.m. to 7:15 p.m. Saturday shifts are mandatory and run from 8:45 a.m. to 5:15 p.m.

What You'll Do:

Best Practices: Dedicate time to research and implement best practices, fostering growth and excellence in our call center's approach to membership and insurance services

• Database Management: Oversee and update databases pertinent to memberships and insurance, generating detailed internal and external reports
• Service Enhancement: Spearhead programs to uplift service delivery, member benefits, and performance
• Analyze workforce management data (forecasting, scheduling, and real-time performance) to identify trends, risks, and opportunities that impact service levels and operational efficiency.
• Monitor daily staffing performance against forecasts and service targets, and recommend adjustments to improve productivity and
  
  

customer experience.

• Partner with operations leaders to understand business needs and translate them into workforce planning insights and staffing recommendations.
• Build and maintain reporting dashboards and performance metrics related to staffing, occupancy, adherence, and service levels.
• Conduct root-cause analysis on service level variances and workforce performance issues, providing actionable recommendations.
• Collaborate with scheduling and real-time teams to optimize staffing coverage and ensure alignment with operational goals.
• Identify opportunities to improve workforce management processes, tools, and reporting automation.
• Present insights and recommendations to stakeholders in a clear and concise manner to support operational decision-making.
• Ensure workforce management practices align with organizational policies, regulatory considerations, and service commitments.
• Reporting: Design and present management reports, ensuring leadership is equipped with the information they need to make strategic decisions
• Continuous Improvement: Lead initiatives to refine and revamp processes, ensuring the call center stays ahead of industry standards
• Cross-Functional Collaboration: Engage with different business units and external vendors on projects, ensuring cohesive operational alignment
• Communication: Serve as a key communication link between the call center, vendors, and other departments, ensuring smooth operation
  
  

What You'll Need:

• Proficient in Genesys Cloud (GCX) Workforce Management, to support contact center operations, capacity planning, intraday management, and performance monitoring/reporting
• At least 3 years in business operations, with a preference for those experienced in call center environments, particularly in membership or insurance services
• Effective verbal and written communication
• Proficiency in Microsoft Office software products, including Outlook, Word, Excel and Access required
• Additional computer software skills such MS Project and Publisher desired
• Professional organizational and time management skills with the ability to multitask and meet project deadlines
• Demonstrated capability in project management and driving operational enhancements
  
  

The starting pay range for this position is:

$64,500.00 - $86,100.00

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:

• Health coverage for medical, dental, vision
• 401(K) saving plans with company match AND Pension
• Tuition assistance
• Floating holidays and PTO for community volunteer programs
• Paid parental leave
• Wellness programs
• Employee discounts (membership, insurance,
  
  

travel, entertainment, services and more!)

Auto Club Enterprises is the largest club within the national AAA federation. We have nearly 17,000 employees in 24 states helping more than 18 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 1900, 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

Our organization participates in E-Verify

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).