Real Time Coordinator
AAA Northern California, Nevada & Utah

We call our club's vision, mission, values, and supporting pillars "Our House" because they are the foundation for all that we do. We're working to transform AAA for the next century with a mission to create Members for life by unleashing the innovative spirit of our Team Members.

At AAA, our Team Members strive to deliver amazing service and help our Members outsmart life's roadblocks. We believe everything you do outside of work adds to who you are at work. We're working to transform AAA for the next century with a mission to create Members for life by unleashing the innovative spirit of our Team Members.

Summary

Incumbent applies job skills and company policies and procedures to a complete variety of tasks.
General supervision and instructions are provided for routine work and detailed instructions are provided on new projects or assignments.

Why Work For Us?

• Training - You'll attend a thorough, comprehensive, training program

• Benefits - Medical, Dental, Vision, wellness program and more!

• 401k Matching - $1 for $1 company match up to 6% of pay

• Annual Incentive Plan - Eligibility to participate in AAA NCNU annual bonus plan

• Paid Time Off- Team Members accrue paid time off monthly with an additional 24 hours per year earmarked for volunteer activities

• Collaborative Environment - AAA will value your contribution to providing exceptional service to our members

Essential Functions

• Allocates calls while balancing occupancy and meeting service level requirements
• Generates and distributes statistical reports for overall call center service levels to all levels of management
• Processes emails sent to the Workforce Management mailbox within 24 hours of receipt.
• Answers phone calls from supervisors/agents for assistance on same day exceptions
• Monitors agent activity and ensures schedule adherence. Communicate with Line of Business leaders when agents are not in compliance
• Continuously monitors and tracks service levels for all lines of business for each half hour and makes recommendations or adjustments to staff and/or agents skills as needed
• Assists the Schedule and Forecast Analysts with weekly plans, additional hours and schedule change requests

Knowledge/Skills/Abilities

• Ability to prioritize and balance simultaneous projects in a fast paced work environment
• Solid computer skills and knowledge of PC software applications used for word-processing and spreadsheets (e.g., Microsoft Word and Excel or equivalent google suite applications)
• Ability to work independently and as part of a team in a demanding environment
• Ability to quickly grasp a thorough knowledge of policies, procedures and service goals
• Solid communications skills both verbally and in written form
• Interpersonal skills and the ability to interact with employees, management and others in a professional and tactful manner
• Ability to maintain highly confidential information

Education & Experience / Licenses & Certification

• High School Diploma, GED or equivalent required. College education credits preferred.
• 0 -2 years experience in Workforce Management preferred.

Work Environment/Physical Requirements

Works in an office environment sitting at a desk, table or computer workstation for extended periods of time. May travel by car, plane or other form of transportation to attend business meetings or conferences. Approximately 75-90 percent of the time spent on the job involves the use of a personal computer.

Physical Demands:

Requires sitting and standing for extended periods of time. Requires extensive use of a computer and repetitive hand movements in the performance of duties. Occasional lifting and carrying of material weighing up to 20 pounds may be required.

Competency

Decision Making (Intermediate)

Adaptive Learning (Proficient)

Drive and Initiative (Intermediate)

Quality Orientation (Proficient)

Dealing with Ambiguity (Intermediate)

Judgment (Intermediate)

Independence (Intermediate)