Apply on Employer Site

AAA Auto Club Enterprises · 17 hours ago

Real Time Adherence Coordinator

Providence, RI

Full-time

Onsite

Entry, Mid Level

$25.03/hr - $33.34/hr

1+ years exp

AAA Auto Club Enterprises is the largest federation of AAA clubs in the nation, seeking a Real Time Adherence Coordinator. This role is responsible for managing daily schedules based on real-time demand and ensuring operational objectives are met through effective communication and coordination with various departments.

Insurance

Responsibilities

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

Qualification

Workforce management softwareCall center productivity managementAutomatic call distribution (ACD)Leadership capabilitiesMicrosoft Office proficiencyProfessional communication skillsOrganizational skillsTime management skills

Required

Associates

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

Valid Driver's License, acceptable Department of Motor Vehicles record and minimum liability insurance - Issued by State