Call Center Scheduling Coordinator

AAA Auto Club Enterprises; Costa Mesa (CA); On-site; USD 34,000 - 46,000; Full time

Benefits offered by this job

Health coverage

401(K) saving plans with company match

Pension

Tuition assistance

Floating holidays and PTO for service

Paid parental leave

Wellness programs

Employee discounts

Job summary

Auto Club Enterprises is seeking a detail-oriented Workforce Management professional to monitor real-time call center performance and optimize intraday staffing. You will adjust schedules, manage queue performance, and collaborate with leadership to meet service levels in a fast-paced environment.

Ideal candidates have a 4-year degree and 3+ years in call center productivity management, with GCX preferred and strong MS Office skills.

Qualifications

• 4-year degree in Business Admin, CS, Information Systems or related field or equivalent experience.
• Minimum 3 years’ experience with call center productivity management and scheduling in a call center.
• Knowledge of workforce management software, automatic call distribution tech and best practices.
• GCX experience preferred.
• Strong communication and organizational skills.

Responsibilities

• Manage and adjust daily schedules based on real-time demand while monitoring call traffic, service levels, and agent adherence.
• Partner with Workforce Management and leadership to meet daily objectives using Genesys Cloud routing.
• Coordinate ad hoc meetings, coaching sessions, and operational activities to optimize productivity.
• Monitor agent performance and staffing across departments/sites to maintain service goals.
• Communicate and elevate technical issues to management to minimize business impact.

Skills

Real-time monitoring

Intraday staffing adjustments

Call center productivity management

Genesys Cloud

MS Office (Outlook, Word, PowerPoint,?

Education

4-year college degree in Business Administration/CS/IS or related

Tools

Genesys Cloud (GCX)

Microsoft Office

Job description

Detail-oriented Workforce Management professional with experience monitoring real-time call center performance, schedule adherence, and service levels. Skilled in making intraday staffing adjustments, managing queue performance, and optimizing workforce resources to meet operational goals in fast-paced, high-volume environments. Strong analytical, communication, and problem-solving skills with a proven ability to make timely decisions that improve efficiency and customer service.

Responsibilities

• Manage and adjust daily schedules based on real-time demand while monitoring call traffic, service levels, and agent adherence.
• Partner with Workforce Management and leadership teams to ensure daily operational and sales objectives are met through effective utilization of Genesys Cloud skill-based routing.
• Coordinate ad hoc meetings, coaching sessions, and operational activities to optimize workforce productivity.
• Monitor agent performance and staffing levels across multiple departments, sites and markets to maintain service goals and operational efficiency.
• Communicate and elevate technical issues to appropriate management teams to minimize business impact.

Qualifications

• 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 – Genesys Cloud (GCX) preferred.
• 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 other operational processes within the Sales Revenue Operations team.

The starting pay range for this position is:
$25.03 - $33.34

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).