Workforce Planning & Scheduling Manager, Call Center

AAA Washington

Bring your experience to AAA!

Join AAA Washington and enjoy working for a nationally recognized company in business for more than 100 years. We are looking for an experienced management professional to work as a Workforce Manager in our Member Services Call Center.

As a Workforce Manager, you will be responsible for developing the call center workforce management team, providing oversight of call center forecasting, and scheduling to meet service level and budget objectives.

WHAT YOU’LL DO:

• Provide direct supervision to Workforce Specialists.
• Design, develop and put in place call center goals, strategies, initiatives, and objectives.
• Determine call center workforce requirements and agent schedules to meet call center objectives.
• Improve productivity and occupancy, balance service levels and costs by providing strategic recommendations.
• First point of contact for scheduling issues, including managing all time off requests.
• Control main systems files with schedule information and shift preferences.
• Administer all payroll and schedule adherence records for call center operations.
• Manage the shift assignment bidding processes as well as time off request allocations.
• Daily monitoring, reporting, and updating of schedules and workforce systems based on real-time information.
• Produce and analyze historical reporting for call center performance.
• Develop contingency plans for severe weather and unexpected events.
• Develop staffing and capacity plans for call center operations.
• Inform call center leadership of daily operational issues.
• Establish, track and measure workforce coordinator key performance indicators.

WHAT WE ARE LOOKING FOR:

• Advanced Excel knowledge
• Ability to adjust style and approach to suit situations that involve rapidly changing tasks, shifting priorities, and simultaneous demands.
• Ability to communicate clearly and professionally both verbally and in writing, including effective use of listening skills.
• Ability to work independently, prioritize, and follow through on assignments with minimal direction.
• Ability to make timely and sound decisions and convey the necessary authority and confidence in all interactions.
• Ability to notice discrepancies and inconsistencies in available information.
• Skilled in establishing rapport and gaining the trust of others.
• Ability to lead others, guiding them toward individual and organizational goals, and able to coach for performance.

MINIMUM QUALIFICATIONS:

· Bachelor’s Degree (BA) in business or related field or equivalent experience

· 4+ years’ experience in workforce planning in a call center environment

· 2+ years’ experience in a supervisory role

PREFERRED QUALIFICATIONS:

· 6+ months’ experience in data analysis preferred.

· Experience with call center technologies and practices, specifically workforce management software and timekeeping systems, like Genesys Cloud preferred.

BENEFITS INCLUDE:

• Health insurance (medical, vision, prescription drug, and dental)
• Up to 22 days of Paid Time Off in the first year for vacation or sick leave
• Eleven paid holidays, including MLK and Juneteenth
• 401(k) with Employer Match
• Life and LTD insurance
• Flexible Spending Accounts
• Travel, Insurance, and Membership Discounts
• 4 hours Volunteer Time Off every year
• Free Premier RV AAA Washington membership

SALARY RANGE

• Between $66,652 - $93,646/annual salary. Placement within the range is based on experience.
• Eligible for Annual companywide discretionary incentive.

NOTIFICATIONS

• AAA Washington is committed to hiring and retaining a diverse and inclusive staff.
• We are interested in every qualified candidate who is eligible to work in the United States; however, we do not sponsor visas.
• We do not provide relocation assistance. The expectation for this position is that the employee lives within our Washington/Idaho service area.
• AAA Washington is a drug-free workplace.

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