Real-Time Call Center Scheduling Specialist

ace; Costa Mesa (CA); On-site; USD 34,000 - 46,000; Full time

Benefits offered by this job

Health coverage for medical, dental, 9

401(K) saving plans with company match

Tuition assistance

Floating holidays and PTO

Paid parental leave

Wellness programs

Employee discounts

Job summary

Auto Club Enterprises in Costa Mesa, CA, is seeking a Call Center Scheduling Coordinator to optimize intraday staffing and monitor service levels across multiple departments. The role requires 4-year degree and 3+ years in workforce management for call centers.

You will adjust daily schedules based on real-time demand, partner with Workforce Management to meet objectives using Genesys Cloud, coordinate coaching, and ensure adherence to staffing plans.

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.

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 escalate issues as needed.

Skills

Workforce management

Call center productivity

Intraday scheduling

Analytical skills

Communication skills

Time management

People management

Education

Bachelors degree

Tools

Genesys Cloud

WFM software

Excel

PowerPoint

Outlook

Word

Job description

Auto Club Enterprises in Costa Mesa, CA, is seeking a Call Center Scheduling Coordinator to optimize intraday staffing and monitor service levels across multiple departments. The role requires 4-year degree and 3+ years in workforce management for call centers.

You will adjust daily schedules based on real-time demand, partner with Workforce Management to meet objectives using Genesys Cloud, coordinate coaching, and ensure adherence to staffing plans.