Real-Time Call Center Scheduler

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

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.