It's a great time to join AAA The Auto Club Group!

　　JOIN THE TEAM COMMITTED TO DRIVING YOUR CAREER FORWARD

　　Job Type:

　　Full time

　　Exempt/Non Exempt:

　　Salary

　　Job Description:

　　Position Description

　　Primary Duties and Responsibilities:

　　Functions as a consultant to call center management in the development, coordination and facilitation of call center volume forecasts, and schedules. Recommends alternative ways to operate the call centers to assist management in achieving all critical statistics such as, 80/20 service levels. Participates in the development and execution of long-term strategic and operations staffing plans. Evaluates options for supporting new functions or changes to current processes that impact staffing. Creates new scheduling strategies as business drivers change.

　　Determines staffing levels in the absence of assigned personnel. Responsible for generating accurate forecasts, and daily schedules. Facilitates over-time and under-time as needed. Facilitates and executes scheduling bidding process. Forecasts call volume for special circumstances as needed.

　　Maintains the data base systems for the Workforce Management and Automated Call distributor (ACD) Systems. Prepares daily, weekly, and monthly management reports and ensures that reporting is accurate and completed in a timely manner. Provides historical records of ACD and Workforce Management data.

　　Maintains current knowledge of call center policies and procedures and recommends operational improvements. Generates and distributes reports.

　　Provides guidance and leadership to departmental staff as indicated. Participates in the training of staff members as requested.

　　How you will benefit:

　　Our Sr. Workforce Management Analyst earns a competitive salary between $47,923 - $74,500.

　　Full-timeExcellent and comprehensive benefits packages are just another reason to work for the Auto Club Group.

　　Benefits include:

　　401k MatchMedicalDentalVisionPTOPaid HolidaysTuition Reimbursement

　　Required Qualifications

　　Education:

　　College level coursework in Computer Science, Business Administration or a related field

　　Experience:

　　Minimum of three years experience in Workforce Management or business analysisLong-term and short-term planning, forecasting, and schedulingCreating computer-generated statistical reports to managementProviding written reports to managementBasic office functions and business analysisManaging multiple assignments/projects at the same timePreparing and presenting written and visual presentations to managementAnalyzing, business requirements, and translating them into detailed forecasts and schedulesPC applications (i.e. Excel, word, Access, NT etc.)Data flows, data definitions, and database structuresCreating meaningful statistics, and interpreting statistics accurately

　　Knowledge and Skills:

　　Interface with, and provide support to director-level managementWork with in short deadlines and constantly changing business requirementsManage multiple assignments on a concurrent basisWork under minimal supervisionWork effectively in a team environmentIdentify quickly and resolve complex business problemsAnalyze and present mathematical data and formulas to several levels of managementInterpret and create mathematical informationPresent statistical information relating to forecasting modelsProvide guidance and work directionUsing scheduling softwareOrganizing and planningInnovative problem solvingNegotiating solutions

　　Preferred Qualifications

　　Bachelor's degree in Computer Science, Business Administration or a closely related fieldExperience using either IEX, TCS, or Blue Pumpkin scheduling software

　　Work Environment

　　This is a remote call center position. Call Center employees work remote full-time. An exception to this would be in the case of connectivity or service level issues, in which employees would be required to report temporarily to a designated ACG facility (if located < 50 miles from an office) until connectivity or service levels are restored.

　　Who We Are

　　Become a part of something bigger.

　　The Auto Club Group (ACG) provides membership, travel, insurance, and financial service offerings to approximately 14+ million members and customers across 14 states and 2 U.S. territories through AAA, Meemic, and Fremont brands. ACG belongs to the national AAA federation and is the second largest AAA club in North America.

　　By continuing to invest in more advanced technology, pursuing innovative products, and hiring a highly skilled workforce, AAA continues to build upon its heritage of providing quality service and helping our members enjoy life's journey through insurance, travel, financial services, and roadside assistance.

　　And when you join our team, one of the first things you'll notice is that same, whole-hearted, enthusiastic advocacy for each other.

　　We have positions available for every walk of life! AAA prides itself on creating an inclusive and welcoming environment of diverse backgrounds, experiences, and viewpoints, realizing our differences make us stronger.

　　To learn more about AAA The Auto Club Group visit www.aaa.com

　　Important Note:

　　ACG's Compensation philosophy is to provide a market-competitive structure of fair, equitable and performance-based pay to attract and retain excellent talent that will enable ACG to meet its short and long-term goals. ACG utilizes a geographic pay differential as part of the base salary compensation program. Pay ranges outlined in this posting are based on the various ranges within the geographic areas which ACG operates. Salary at time of offer is determined based on these and other factors as associated with the job and job level.

　　The above statements describe the principal and essential functions, but not all functions that may be inherent in the job. This job requires the ability to perform duties contained in the job description for this position, including, but not limited to, the above requirements. Reasonable accommodations will be made for otherwise qualified applicants, as needed, to enable them to fulfill these requirements.

　　The Auto Club Group, and all its affiliated companies, is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability or protected veteran status.

　　Regular and reliable attendance is essential for the function of this job.