Operations Analyst

Operations Analyst As our Analyst, Workforce Management you will be responsible for monitoring inbound call traffic and ensuring customer service needs are met by coordinating and adjusting the call volume and staffing in a timely manner. Makes minute-by-minute decisions to ensure resources are available to handle real-time traffic loads. You will analyze contact center trends, including call volume, call patterns, staffing, and resource allocation. Utilizes call volume reports and coordinates and completes staffing planning within the contact center. Conducts call pattern forecasting and schedule planning to help meet business unit objectives. Maintains frequent contact with other departments when outages occur, and calls must be redirected. Plans and monitors customer contact center schedules and operations. Provides management information and productivity forecasts by observing customer call patterns. What You’ll Do You’ll monitor real-time traffic, Service Level attainment, and agent schedules. Administrates agent adherence to scheduled activities, including lunches, breaks, training sessions, meetings, and other off-line activities. You’ll maximize production resources by adjusting contact center agent hours as needed. Calculates overtime needs against budget forecasts, administers the scheduling of additional hours, as well as allowing leave without pay as needed. Works with Real-Time Adherence Coordinators to schedule ad hoc coaching, meetings, and other activities when call load is below forecast and Service Level is overachieved. You’ll update short-term volume/AHT forecast and staffing requirements based on volume/AHT trends, inclement weather, and system outages. You’ll communicate throughout the day to Operations Management real-time statistics and staffing, and any changes needed to maintain/achieve immediate and future Service Level goal You’ll maintain Workforce Management software, including agent profiles, agent Self-Serve capabilities, and exception setup. You’ll maintain agent skill sets in ACD software ensuring proper call routing. You’ll administrate agent Schedule Change Process, Vacation Selection, and Holiday scheduling needs. You’ll activate the service level escalation process alerting necessary Management contacts as production reinforcements are needed. You’ll alert CSA/CCE Teams when technical problems arise, including network outages, routing, and phone concavity issues. What you’ll Need You’ll have experience with workforce management software and the preparation of agent schedules in a 24 x 7 call center environment. You’ll have knowledge of existing and emerging workforce management software, automatic call distribution (ACD) technology, and industry best practices required. You’ll demonstrate leadership capabilities, including the ability to develop and motivate employees required. You’ll have a proven ability to achieve high service quality results as well as meet the productivity levels required. You’ll have professional written and oral communications skills, along with demonstrated people management skills, organizational skills, and time management skills. You’ll have proficiency in using Microsoft Office software, including Outlook, Word, PowerPoint, and Excel. Position may require occasional travel to AO and other operations for meetings and training. #LI-LG The starting pay range for this position is: $64,480.00 - $79,300.00 Additionally, you will be eligible to participate in our incentive program based upon the achievement of organization, team and personal 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 The Automobile Club of Southern California is part of 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 The Automobile Club of Southern California will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable federal, state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. For more than a century, AAA has been synonymous with trust, dependability, quality, and innovation. It's our mission to provide our growing membership with the legendary service we are famous for, and we welcome committed professionals ready to challenge themselves in a dynamic industry. AAA would not exist without the millions of members who give us their loyalty, or our employees whose mission it is to give those members world-class service. What else do we offer? Stability. Growth. Commitment to an exciting future for both you and our members.