Temp CIC Support Specialist - Remote

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:

 

Hourly

Job Description:

 

Primary Duties and Responsibilities:

The CIC Support Specialist will have accountability for daily timekeeping, performance tracking, and reporting for a group of direct operation associates.

How You Will Contribute to the Contact Center

• Utilize available systems to manage all time entries, attendance, and performance tracking for your area of responsibility.
• Identify and resolve timecard exceptions daily.  Partner with lines of business to ensure performance management activities are supported.
• Handle general inquiries and provide support to supervisors, managers, and directors regarding time entries, attendance, and performance results.
• Research and resolve escalated and/or complex issues.
• Coordinate with cross-functional teams to ensure prompt input of all vital agent information.
• Offer suggestions, advice, and solutions regarding existing processes and procedures.
• Maintain a strong working knowledge of all company timekeeping practices, performance expectations and attendance guidelines.
• Exhibit expertise in the systems used and participate in continuous update and improvement discussions.
• Monitor and report on employees�� performance against policies and expectations.
• Audit and report employees’ leave time including PTO, LOA, ADA, and Holiday time off.
• Conduct training and provide guidance to new employees on department policies and expectations.
• Produce and distribute daily, weekly, and on-demand reports.
• Understand all metrics and initiatives that drive an employee’s contribution to their department’s success.
• Maintain professional relationships with supervisors, managers, directors, employee relations, payroll, and all other stakeholders.
• Ensure all timecards are reviewed and approved prior to payroll deadlines.

Required Qualifications:

Education:

• High school diploma or equivalent
• Proficient computer skills particularly in the use of Microsoft applications; Excel, Word, and Outlook

Experience:

• 1+ Years Contact Center Experience
• Experience with workforce management software required; working knowledge of NICE IEX preferred

Knowledge and Skills:

• Excellent communication (written and verbal) skills.
• Exceptional time management and organizational skills.
• Ability to interact professionally with others.
• Ability to develop practical solutions and simplify existing procedures.
• Strong analytical, problem-solving, and research skills.
• Prioritize competing demands/requests within given time constraints.
• Process a high volume of transactions accurately.
• Ability to maintain a high level of integrity and confidentiality.
• Ability to work independently and to identify and resolve routine problems.

Preferred Qualifications:

• Prior experience working in a timekeeping system

Total Compensation Overview:

• CIC Support Specialist will earn a competitive salary of $41,034 to $63,835 annually.

Work Environment:

Training: 3 to 6 weeks, Monday - Friday 9:00am to 6:00pm Est. Production schedule: Tuesday - Saturday 9:00am to 6:00pm Est.

This is a remote call center position. Call Center employees to work remotely 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.

#LI-Remote

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 en