Remote - Sr. Workforce Management Analyst

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

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Job Type:

Full time

 

Exempt/Non Exempt:

 

Salary

Job Description:

 

Primary Duties and Responsibilities:

• Functions as a consultant to call center management in developing, coordinating, and facilitating 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. Facilitates and executes the scheduling bidding process.  Forecasts call volume for special circumstances as needed. 

• Maintains the database 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.

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 analysis

• Long-term and short-term planning, forecasting, and scheduling

• Creating computer-generated statistical reports for management

• Providing written reports to management

• Basic office functions and business analysis

• Managing multiple assignments/projects at the same time

• Preparing and presenting written and visual presentations to management

• Analyzing business requirements and translating them into detailed forecasts and schedules

• PC applications (i.e., Excel, Word, Access, NT, etc.)

• Data flows, data definitions, and database structures

• Creating meaningful statistics and interpreting statistics accurately

Knowledge and Skills:

• Interface with and provide support to director-level management

• Work within short deadlines and constantly changing business requirements

• Manage multiple assignments on a concurrent basis.

• Work under minimal supervision

• Work effectively in a team environment

• Identify quickly and resolve complex business problems

• Analyze and present mathematical data and formulas to several levels of management

• Interpret and create mathematical information

• Present statistical information relating to forecasting models

• Provide guidance and work direction

• Using scheduling software

• Organizing and planning

• Innovative problem solving

• Negotiating solutions

Preferred Qualifications

• Bachelor’s degree in Computer Science, Business Administration, or a closely related field

• Experience 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 t