Real-Time Call Center Scheduler (Onsite - Costa Mesa)

MS ACSC Management Services Inc; United States; On-site; USD 34,000 - 45,000; Full time

Benefits offered by this job

Health coverage for medical, dental, 


401(K) with company match

Pension

Tuition assistance

Floating holidays and PTO

Paid parental leave

Wellness programs

Employee discounts

Job summary

Auto Club Enterprises is seeking a Real Time Adherence Coordinator to join our Workforce Management team in Costa Mesa, CA. You will monitor real-time call center performance, attendance, and schedule adherence to ensure service levels are met.

You will collaborate with leadership to make staffing decisions, manage overtime, and support business continuity while leveraging Genesys Cloud and WFM tools. The position offers competitive pay and a comprehensive benefits package.

Qualifications

• Associate degree or equivalent work experience.
• 1–3 years of workforce management, real-time adherence, scheduling, or call center operations experience.
• Experience in a high-volume contact center environment.
• Strong knowledge of workforce management principles, call center metrics, and schedule adherence practices.
• Proficiency with Microsoft Office Suite (Excel, Outlook, Word, PowerPoint).
• Excellent communication, organizational, and time management skills.
• Ability to analyze data, prioritize work, and make real-time operational decisions.
• Experience with Genesys Cloud, workforce management systems, and ACD platforms.

Responsibilities

• Monitor real-time call center performance, service levels, queue activity, and agent adherence to schedules.
• Process attendance-related updates, including callouts, late arrivals, early departures, and schedule exceptions.
• Utilize Genesys Cloud and workforce management tools to maintain accurate staffing and schedule data.
• Monitor real-time staffing needs and make adjustments to ensure service level goals and operational objectives are met.
• Coordinate overtime opportunities and communicate staffing needs to agents and leadership teams.
• Provide real-time operational reporting and communicate adherence concerns, attendance trends, and staffing impacts to management.
• Support coaching and CBT scheduling activities, ensuring minimal impact to service levels.
• Assist during system outages or operational disruptions by coordinating staffing plans and communicating updates to leadership.
• Act as a resource for supervisors and operational leaders by identifying risks and recommending solutions to maintain business performance.

Education

Associate degree or equivalent work experience

Tools

Genesys Cloud

ACD platforms

Microsoft Office Suite

Job description

Auto Club Enterprises is seeking a Real Time Adherence Coordinator to join our Workforce Management team in Costa Mesa, CA. You will monitor real-time call center performance, attendance, and schedule adherence to ensure service levels are met.

You will collaborate with leadership to make staffing decisions, manage overtime, and support business continuity while leveraging Genesys Cloud and WFM tools. The position offers competitive pay and a comprehensive benefits package.