Adherence Monitor I
AAA Northern California, Nevada and Utah
(Clearfield, 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.
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Allocates calls while balancing occupancy and meeting service level requirements
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Generates and distributes statistical reports for overall call center service levels to all levels of management
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Processes emails sent to the Real Time mailbox within 2 hours of receipt.
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Answers phone calls from supervisors/agents for assistance on same day exceptions
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Monitors agent activity and ensures schedule adherence. Communicate with Line of Business leaders when agents are not in compliance
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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
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Assists the Schedule Desk Analysts with weekly plans, additional hours and schedule change requests
Knowledge/Skills/Abilities
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Ability to prioritize and balance simultaneous projects in a fast paced work environment
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Solid computer skills and knowledge of PC software applications used for word-processing and spreadsheets (e.g., Microsoft Word and Excel)
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Ability to work independently and as part of a team in a demanding environment
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Ability to quickly grasp a thorough knowledge of policies, procedures and service goals
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Solid communications skills both verbally and in written form
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Interpersonal skills and the ability to interact with employees, management and others in a professional and tactful manner
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Ability to maintain highly confidential information
Education & Experience / Licenses & Certification
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High School Diploma, GED or equivalent required. College education credits preferred.
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Up to 2 years' experience in Workforce Management preferred.
Questions
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