As a member of a centralized workforce management staff, this position will be responsible for support of designated Workforce teams and departments to ensure appropriate staffing levels. Supervises, plans, organizes and monitors the activities of the Workforce Schedulers. Monitors the intraday performance to impact the load balancing requirements and direct the team to make necessary adjustments daily adjustments to meet service level targets. Activities are performed to optimize scheduling while exceeding our standards of member service.
What You Will Do:
- Oversee the Workforce Schedulers team in the utilization of the WFM software package, the updating intraday days schedules within designated business line as real time impacts occur. Responsible for development, implementation, and regular review/updates of the communication and reaction strategies to utilize when staffing issues are identified and adjustments are required. Supervising the activities of the Workforce Schedulers team, ensures that AAA policies are followed, develop and providing training/support.
- Oversee the comparison of call forecasts with actual results, including staff adherence to work schedules, to examine variances. Proactively identify and escalate scheduling gaps within the day.
- Overses the establishment of communication channels regarding events that impact call center workload and other designated business lines. Oversees the communication of necessary adjustments to workforce requirements based on dynamic forecasts and re-forecasting when necessary. Supervises the completion of proactive scheduling of other essential activities such as training, meetings, and overtime.
- Identifies contact volume trends and averages on a weekly, monthly, quarterly, and seasonal basis; reports the workload trends and staffing requirements to management and executive leadership teams. Assists in the evaluation of hiring and training needs and develops key inputs for budgeting and staff planning.
- Work closely and in collaboration with other inter-departmental stakeholders.
What You Will Need
- Associate's Degree Business or other relevant area of study
- 3-4 years of additional relevant experience
- 2+ years Real Time Scheduling experience
- 2+ years Leadership Experience
Why AAA Northeast
Career Growth: With ongoing world-class training and proven career paths, you'll have the opportunity to develop expertise and advance your career within AAA Northeast.
Trusted Legacy: With over 120 years of service excellence, we have a long track record of protecting our members as well as our employees and their families.
Future-Focused: With new business offerings and increasing digital presence, we are focused on innovating for the future to sustain our success.
What We Offer
- Award-Winning: We’ve been named as a Top Employer for the last 7 years
- Health Coverage: Medical coverage with employer contributions covering up to 93% of the premium cost, plus dental and vision options.
- Retirement: 6% company match on 401(k) retirement plan contribution, with contributions fully vested and made every pay period
- Paid Time off: 3 weeks’ vacation, 12 holidays, 8 sick days, 48 hours of volunteer time annually
- Additional Perks: Free AAA membership, insurance discounts, travel commission refund, up to $625 in Wellness Incentives, up to $6k in tuition reimbursement, and more!
- Compensation: Competitive base pay, annual bonus opportunities, and for certain roles, additional monthly and/or quarterly incentive compensation. The posted salary range represents the full range grade for this role, with individual pay based on job-related skills, experience, shift, and geographic location.
At AAA Northeast, how we work together matters. We are a highly collaborative organization that values connection, transparency, and trust. Our “cameras on” approach during virtual meetings reflects our expectation that team members are present, engaged and actively participating, helping to build strong working relationships and a sense of shared accountability, no matter where we’re located.
We are also proud of our diverse culture, shaped by the talents, experiences, and perspectives of our employees. 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. We thrive when our team members bring their whole selves to work.
Skills Required
- Associate's Degree in Business or relevant field
- 3-4 years of relevant experience
- 2+ years Real Time Scheduling experience
- 2+ years leadership experience
What We Do
Legendary Locations Our reputation for providing legendary service in the Midwest dates back more then a century, with the founding of the Automobile Club of Missouri. Today, AAA is serving almost 1.5 million members from our regional headquarters in St. Louis and we have 39 branches throughout the state, including in the St. Louis and Kansas City areas. We also offer opportunities to work at eight additional offices in Arkansas, six in Kansas, four each in Illinois and Louisiana, two in Mississippi, and one in Indiana. Legendary Opportunities Few things are as rewarding as making a positive difference by what you do every day. When you join AAA, you’re part of a team with a single mission in mind – delivering legendary service to help our members. You’ll also find that you’re making a positive difference for yourself by building a career that offers unique opportunities to advance. At AAA, we offer stability, growth and a commitment to an exciting future for both you and our members. Join our team today!
