Real-Time Call Center Scheduling Specialist

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

Benefits offered by this job

Health coverage for medical, dental, v

401(K) savings plans with company

Tuition assistance

Floating holidays and PTO

Paid parental leave

Wellness programs

Employee discounts

Job summary

AAA is seeking a Real Time Adherence (RTA) Coordinator to support our Workforce Management team in a fast-paced Costa Mesa, CA call center. The role focuses on real-time performance, staffing, and schedule adherence to meet service level objectives.

The position requires strong analytical and communication skills, experience in a high-volume environment, and proficiency with Genesys Cloud and WFM tools.

Qualifications

• Associate degree or equivalent work experience.
• 1–3 years in workforce management, real-time adherence, scheduling, or call center ops.
• Experience in a high-volume contact center.
• Proficiency in Microsoft Office (Excel, Outlook, Word, PowerPoint).
• Strong communication, organization, and time-management skills.
• Experience with Genesys Cloud and ACD platforms preferred.

Responsibilities

• Monitor real-time call center performance, service levels, queue activity and agent adherence.
• Process attendance updates including callouts, late arrivals, early departures, and schedule exceptions.
• Use Genesys Cloud and WFM tools to maintain accurate staffing and schedule data.
• Monitor real-time staffing needs and adjust to meet service level goals.
• Coordinate overtime opportunities and communicate staffing needs to agents and leadership.
• Provide real-time operational reporting and highlight adherence concerns and trends.
• Support coaching and CBT scheduling with minimal impact to service levels.
• Assist during outages by coordinating staffing plans and communicating updates to leadership.
• Identify risks and propose solutions to maintain business performance.

Skills

Workforce management

Real-time adherence

Call center operations

Data analysis

Excel

Communication

Time management

Genesys Cloud

ACD platforms

Leadership

Education

Associate degree or equivalent

Tools

Genesys Cloud

Workforce management systems

ACD platforms

Microsoft Office Suite

Job description

AAA is seeking a Real Time Adherence (RTA) Coordinator to support our Workforce Management team in a fast-paced Costa Mesa, CA call center. The role focuses on real-time performance, staffing, and schedule adherence to meet service level objectives.

The position requires strong analytical and communication skills, experience in a high-volume environment, and proficiency with Genesys Cloud and WFM tools.