Real Time Adherence Coordinator

Real Time Adherence Coordinator

This is an Onsite position!

Job Summary
This position is responsible for managing and amending daily schedules based on real time demand. This role requires flexibility to work weekends. The RTA works closely with Workforce Management (WFM) and leadership to ensure operational objectives are met using Genesys skill-based call routing. The RTA proactively communicates with management regarding technical issues, coordinates ad hoc meetings and activities, and collaborates with other RTAs and departments across sites to monitor agent activity and achieve performance goals.

Job Duties

• Monitor real time traffic, ASA attainment and agent schedules. Ensure adherence to scheduled activities including lunches, breaks, training sessions, meetings and other off-line activities.
• Maximize production adjusting agent hours as needed. Solicit overtime, schedule additional hours, as well as allow leave without pay as needed. Work with Production Coordinators to schedule ad hoc coaching, meetings and other activities when call load is below forecast and ASA is overachieved.
• Communicate with Production Coordinators regarding agent actual log-on/log-off to scheduled log-on/log off variances.
• Balance traffic and ASA objectives for each line of business by shifting agents to other queues based on need. Ensure ASA service objectives and inbound/outbound call demands are achieved.
• Upload Supervisors with information for daily DLB meetings and recommend inter-office staffing changes. Ensure staff is in place and swat teams activated during periods when one or more offices may be off-line due to technical problems, natural disasters, or other unforeseen circumstances.
• Update agent profiles in workforce management software to reflect all real time changes. Forward pre-planned vacation requests and other pre-planned activities to Scheduling Supervisor.
• Activate “swat team” as production reinforcements are needed. Update radio board displays and other alert vehicles as needed.
• Alert ESD when technical problems arise with workforce management tool.
• This position identifies issues and problems related to scheduling and goal achievement and chooses appropriate action to resolve and satisfy member, public agency and contractor phone answering goals.
• The position is called on to make minute-by-minute, immediate decisions, and must quickly come to conclusions in the best interest of the operations to meet service goals. Decisions are made and independently based on call center knowledge and queuing theory. Supervisory intervention is moderate, although occasionally necessary when issue resolution is outside of authorized job scope.

Qualifications

• Associates
• 1-3 years Call center productivity management, workforce management software, preparation of agent schedules in a 24 x 7 call center environment. Preferred
• Knowledge of existing and emerging workforce management software, automatic call distribution (ACD) technology and industry best practices required.
• Demonstrated leadership capabilities, including the ability to develop and motivate others.
• Proven ability to achieve high service quality results as well as meet productivity levels required.
• Professional written and oral communications skills required, along with demonstrated people management skills, organizational skills and time management skills.
• Proficiency in using Microsoft Office software, including Outlook, Word, PowerPoint, Excel and Access.
• Position may require occasional travel to AO and other operations for meetings and training
• Valid Driver's License, acceptable Department of Motor Vehicles record and minimum liability insurance - Issued by State

Travel Requirements

• Occasional travel to off-site business meetings or conferences. (5% proficiency)

The starting pay range for this position is $25.03 - $33.34 per hour. Additionally, you will be eligible to participate in our incentive program based upon your team and individual performance.

Remarkable benefits:
•    Health coverage for medical, dental, vision
•    401(K) saving plan with company match AND Pension
•    Tuition assistance
•    PTO for community volunteer programs
•    Wellness program
•    Employee discounts (membership, insurance, travel, entertainment, services and more!)

Auto Club Enterprises is the largest federation of AAA clubs in the nation. We have 14,000 employees in 21 states helping 17 million members. The strength of our organization is our employees. Bringing together and supporting different cultures, backgrounds, personalities, and strengths creates a team capable of delivering legendary, lifetime service to our members. When we embrace our diversity – we win. All of Us! With our national brand recognition, long-standing reputation since 1902, and constantly growing membership, we are seeking career-minded, service-driven professionals to join our team.

"Through dedicated employees we proudly deliver legendary service and beneficial products that provide members peace of mind and value.”

AAA is an Equal Opportunity Employer