ACA is an equal opportunity employer and complies with all applicable federal, state, and local employment practices laws. At ACA, we are committed to cultivating a welcoming and inclusive workplace of team members with diverse backgrounds and experiences to enable us to meet our goals and support our values while serving our Members and customers. We strive to attract and retain candidates with a passion for their work and we encourage all qualified individuals to apply. It is ACA’s policy to employ the best qualified individuals available for all positions. Hiring decisions are based upon ACA’s operating needs, and applicant qualifications including, but not limited to, experience, skills, ability, availability, cooperation, and job performance.
Forecasting and Scheduling Specialist
Location
United States
Posted
7 days ago
Salary
Not specified
Job Description
Role Description
AAA Club Alliance is seeking a full-time, Forecasting and Scheduling Specialist (2nd Shift) to join our dynamic team! The incumbent in this position will be responsible for creating, communicating, and tracking schedules and call statistics for all Contact Centers associates working directly with the leadership teams. This is a work from home position, candidates must live within our territory in order to be considered:
- Connecticut
- Delaware
- Indiana
- Kansas
- Kentucky
- Maryland
- New Jersey
- Ohio
- Oklahoma
- Pennsylvania
- South Dakota
- Virginia
- Washington, DC
- West Virginia
Work Hours/Schedule: Sunday - Thursday (3:00 p.m. to 11:00 p.m. Eastern Time)
WHAT YOU WILL DO:
- Ensure that all reports reflect current data, and work to continually develop improved formatting of reports for ease of readability for key indicators. As trends and patterns develop in data, identify these to management, including observations of what dynamics may be contributing to the patterns. Maintains knowledge of historical trends for data collected, and be watchful for atypical trends, alerting management of them when they occur, to enable corrective action, if required.
- Uses Workforce Management software to analyze the call volume and project the staffing needs of the call centers (24 X 7) and creates schedules. Uses Workforce Management software to produce weekly schedule variances between existing schedule and required schedules for current and projected telephone volumes for call center managers. Uses Workforce Management software to produce holiday and seasonal staffing needs and staff schedules. Coordinates scheduling for holidays and weather emergencies. Optimizes break and lunch schedules weekly/daily for distribution to managers and supervisors. Coordinates with departmental leadership team all scheduling activities such as vacations, schedule changes, new hire schedules, meetings, training, HR meetings, etc.
- Prepares reports on scheduled time off and unscheduled time off as requested. Processes requests for PTO based on Workforce Management System parameters. Forwards PTO denials to managers for review. Reports scheduling changes, authorized time, etc. to Managers. Keeps record of personnel transactions such as hires, transfers and terminations.
Qualifications
- Associate’s Degree in Business Administration or equivalent combination of education and experience. Bachelor’s Degree preferred.
- Four to five years of experience in a fast-paced telephone/dispatch operation center or equivalent, preferably with sophisticated scheduling software experience.
- Knowledge of MS Office suite of products including Excel, Word, PowerPoint, and Access. Spreadsheet modeling required.
- Good interpersonal and presentation skills to interact with center management staff and others effectively. Able to work overtime when necessary.
Requirements
- Starting hourly rate for this position is $20.00 - $29.00. Actual pay will be adjusted based on experience, geographic location, and other job-related factors as permitted by law.
Benefits
- Medical, Dental, and Vision plan options
- Up to 2 weeks Paid parental leave
- 401k plan with company match up to 7%
- 2+ weeks of PTO within your first year
- Paid company holidays
- Company provided volunteer opportunities + 1 volunteer day per year
- Free AAA Membership
- Continual learning reimbursement up to $5,250 per year
- And MORE! Check out our Benefits Page for more information
Job Requirements
- Associate’s Degree in Business Administration or equivalent combination of education and experience. Bachelor’s Degree preferred.
- Four to five years of experience in a fast-paced telephone/dispatch operation center or equivalent, preferably with sophisticated scheduling software experience.
- Knowledge of MS Office suite of products including Excel, Word, PowerPoint, and Access. Spreadsheet modeling required.
- Good interpersonal and presentation skills to interact with center management staff and others effectively. Able to work overtime when necessary.
- Starting hourly rate for this position is $20.00 - $29.00. Actual pay will be adjusted based on experience, geographic location, and other job-related factors as permitted by law.
Benefits
- Medical, Dental, and Vision plan options
- Up to 2 weeks Paid parental leave
- 401k plan with company match up to 7%
- 2+ weeks of PTO within your first year
- Paid company holidays
- Company provided volunteer opportunities + 1 volunteer day per year
- Free AAA Membership
- Continual learning reimbursement up to $5,250 per year
- And MORE! Check out our Benefits Page for more information
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