Excited to grow your career?
We value our talented employees, and whenever possible strive to help one of our associates grow professionally before recruiting new talent to our open positions. If you think the open position, you see is right for you, we encourage you to apply.
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:
Ensure adherence to scheduled activities including lunches, breaks, training sessions, meetings and other off-line activities.
Solicit overtime, schedule additional hours, as well as allows leave without pay as needed.
Communicate with Production Coordinators regarding agent actual log-on/log-off to scheduled long-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.
Education:
4-yr College Degree in Business Administration, Computer Science, Information Systems, or related field desired or equivalent combination of experience and education preferred.
Experience 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/Skills/Abilities:
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.
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