Real-Time Call Center Scheduling Pro

ACSC Auto Club Of Southern Calif

United States

On-site

USD 3,448,000 - 4,593,000

Full time

5 days ago

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Benefits offered by this job

Health coverage

401(K) matching and Pension

Tuition assistance

Floating holidays and PTO

Parental leave

Wellness programs

Employee discounts

Job summary

ACSC Auto Club Of Southern Calif is seeking a detail-oriented Call Center Scheduling Coordinator and Workforce Management professional to monitor real-time performance, adjust intraday staffing, and optimize resources for fast-paced operations.

You will partner with Workforce Management and leadership to meet daily service levels and sales objectives using Genesys Cloud skill-based routing, while coordinating coaching and operational activities across multiple sites.

Qualifications

Bachelor's degree in Business Administration, Computer Science, Information Systems or related field, or equivalent experience.
Minimum 3 years of call center productivity management experience.
Proficiency with workforce management software and agent scheduling in a call center.

Responsibilities

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