AAA Real Time Coordinator, Entry Salary in the United States

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.

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 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 (Entry)

Adaptive Learning (Proficient)

Drive and Initiative Entry)

Quality Orientation (Proficient)

Dealing with Ambiguity (Entry)

Judgement  (Entry)