Remote - Workforce Traffic Coordinator

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Job Type:

Job Description:

Position Description

Primary Duties and Responsibilities

Functions as a liaison between CIC Operations Support and management personnel in a call center environment. Provides phone coverage monitoring on an ongoing basis and adjusts staffing levels to ensure adequate coverage and the achievement of corporate customer service objectives. Assists senior-level personnel/management in evaluating options for supporting new functions or changes to current processes that impact staffing. Maintains the database systems for the Workforce Management and Automated Call Distributor (ACD) Systems. Ensures the accurate and timely completion of daily, weekly, and monthly management reports as required.

Receives notifications of ill/absent employees in the call center environment and makes adjustments to work schedules to ensure adequate telephone coverage. Facilitates vacation time and special meeting/time off requests. Monitors the queue throughout the shifts to recommend operational changes. Maintains statistical data regarding problems for inclusion in reports. Data analysis is required to support reporting, staffing decisions, and operational recommendations. Provides implementation of backup procedures in the event of system failure. Provides management with a record log regarding system failures to ensure appropriate steps were taken to return the system to normal operation. Reviews, investigates, and resolves service complaints from members. Obtains pertinent information and resolves problems as directed by supervisory personnel.

Total Compensation Overview:

The Workforce Traffic Coordinator will earn a competitive salary of $34,216 to $60,798 annually with an annual bonus potential based on performance.

Excellent and comprehensive benefits packages are just another reason to work for the Auto Club Group.

Benefits include:

• 401k Match

• Medical

• Dental

• Vision

• PTO

• Paid Holidays

• Tuition Reimbursement

Required Qualifications

Education

• High school diploma or equivalent

Experience:

• Preparing written reports for management

• Basic office functions and business analysis

• Customer service in a telephone environment

• PC applications (e.g., Excel, Word, Access, NT, etc.)

Knowledge and Skills:

• Strong interpersonal skills

• Strong written and oral communication skills.

• Utilizing scheduling software and Call Management Software

• Organization and planning

• Problem-solving

• Coordinating the daily scheduling of call center personnel to ensure adequate phone coverage

• Managing multiple assignments/projects at the same time

• Interfacing with and providing support to management

• Working within short deadlines and constantly changing business requirements

• Managing multiple assignments with minimal supervision

• Working effectively in a team environment

• Identifying and quickly resolving complex business problems

Preferred Qualifications

Education:

• College-level coursework in Computer Science, Business Administration, or a related field, or comparable experience in a call center environment

Experience:

• IEX, TCS, Blue Pumpkin, or other scheduling software,

• Call Management software such as Avaya CMS or Aspect

Work Environment

This is a remote call center position. Call Center employees to work remotely full-time. An exception to this would be in the case of connectivity or service level issues, in which employees would be required to report temporarily to a designated ACG facility (if located <50 miles from an office) until connectivity or service levels are restored

Who We Are

Become a part of something bigger.

The Auto Club Group (ACG) provides membership, travel, insurance, and financial service offerings to approximately 14+ million members and customers across 14 states and 2 U.S. territories through AAA, Meemic, and Fremont brands. ACG belongs to the national AAA federation and is the second largest AAA club in North America.

By continuing to invest in more advanced technology, pursuing innovative products, and hiring a highly skilled workforce, AAA continues to build upon its heritage of providing quality service and helping our members enjoy life's journey through insurance, travel, financial services, and roadside assistance.

And when you join our team, one of the first things you'll notice is that same, whole-hearted, enthusiastic advocacy for each other.

We have positions available for every walk of life! AAA prides itself on creating an inclusive and welcoming environment of diverse backgrounds, experiences, and viewpoints, realizing our differences make us stronger.

To learn more about AAA The Auto Club Group visit www.aaa.com