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About the Role

This position supports designated Workforce teams and departments to ensure appropriate staffing levels, supervises Workforce Schedulers, and monitors intraday performance to meet service level targets through optimized scheduling.

Responsibilities

• Oversee the Workforce Schedulers team in the utilization of the WFM software package and updating intraday schedules.
• Develop, implement, and review communication and reaction strategies for staffing issues.
• Supervise the Workforce Schedulers team, ensuring AAA policies are followed and providing training.
• Oversee the comparison of call forecasts with actual results and staff adherence to schedules.
• Proactively identify and escalate scheduling gaps within the day.
• Oversee communication channels regarding events impacting call center workload.
• Oversee the communication of necessary adjustments to workforce requirements based on dynamic forecasts.
• Supervise the proactive scheduling of essential activities like training, meetings, and overtime.
• Identify contact volume trends and report workload trends and staffing requirements to management.
• Assist in evaluating hiring and training needs and develop inputs for budgeting and staff planning.
• Work closely and in collaboration with other inter-departmental stakeholders.

Requirements

• Associate's Degree in Business or a relevant area of study.
• 3-4 years of additional relevant experience.
• 2+ years of Real Time Scheduling experience.
• 2+ years of Leadership Experience.

Skills

• WFM software package utilization
• Real Time Scheduling
• Leadership
• Communication
• Forecasting
• Budgeting
• Staff planning

Location

• Garden City, NY 11530

Work Type

• Full Time

Experience Level

• 2+ years Real Time Scheduling experience
• 2+ years Leadership Experience
• 3-4 years of additional relevant experience

Education Level

• Associate's Degree

Salary/Compensations

• $85,800.00 - $108,400.00

Benefits

• Medical coverage with employer contributions covering up to 93% of the premium cost
• Dental and vision options
• 6% company match on 401(k) retirement plan contribution
• 3 weeks’ vacation
• 12 holidays
• 8 sick days
• 48 hours of volunteer time annually
• Free AAA membership
• Insurance discounts
• Travel commission refund
• Up to $625 in Wellness Incentives
• Up to $6k in tuition reimbursement

About the Company

• AAA Northeast has over 120 years of service excellence.
• The company is focused on innovating for the future with new business offerings and increasing digital presence.
• AAA Northeast is a highly collaborative organization that values connection, transparency, and trust.
• The company has a diverse culture shaped by the talents, experiences, and perspectives of its employees.

Equal Opportunity

• AAA Northeast is an equal opportunity employer and is committed to fair and equitable practices in recruiting, hiring, and advancement.
• We do not discriminate based on race, color, creed or religion, national origin, sex, age, sexual orientation, veteran status, gender identity or expression, disability, genetic information, marital status, pregnancy, or membership in any other protected class.