Adherence Monitor I

Full Time
Job Posting Details
About AAA Northern California, Nevada and Utah

AAA (the American Automobile Association, Inc.) is a federation of affiliated automobile clubs. Each AAA club is an independent, not-for-profit organization, chartered and incorporated in its own state and controlled by its own Board of Directors.

Responsibilities
  • Allocates calls while balancing occupancy and meeting service level requirements

  • Generates and distributes statistical reports for overall call center service levels to all levels of management

  • Processes emails sent to the Real Time mailbox within 2 hours of receipt.

  • Answers phone calls from supervisors/agents for assistance on same day exceptions

  • Monitors agent activity and ensures schedule adherence. Communicate with Line of Business leaders when agents are not in compliance

  • Continuously monitors and tracks service levels for all lines of business for each hour and makes recommendations or adjustments to staff and/or agents skills as needed

  • Assists the Schedule Desk Analysts with weekly plans, additional hours and schedule change requests

Ideal Candidate

Knowledge/Skills/Abilities

  • Ability to prioritize and balance simultaneous projects in a fast paced work environment

  • Solid computer skills and knowledge of PC software applications used for word-processing and spreadsheets (e.g., Microsoft Word and Excel)

  • Ability to work independently and as part of a team in a demanding environment

  • Ability to quickly grasp a thorough knowledge of policies, procedures and service goals

  • Solid communications skills both verbally and in written form

  • Interpersonal skills and the ability to interact with employees, management and others in a professional and tactful manner

  • Ability to maintain highly confidential information

Education & Experience / Licenses & Certification

  • High School Diploma, GED or equivalent required. College education credits preferred.

  • Up to 2 years' experience in Workforce Management preferred.

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Clearfield, Utah
Skills Desired
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  • Balancing
  • Microsoft Word
  • Spreadsheets
  • Workforce Management
  • PC Software

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