Call Center Scheduling Coordinator

Job description

Call Center Scheduling Coordinator We are seeking a highly motivated and detail-oriented Real Time Adherence (RTA) Coordinator to support our Workforce Management team. In this role, you will monitor real-time call center performance, staffing levels, schedule adherence, and operational metrics to ensure service level objectives are consistently achieved. You will serve as a key partner to leadership, supervisors, and agents by making real-time staffing decisions, managing attendance and schedule exceptions, coordinating overtime needs, and supporting business continuity efforts. This position requires strong analytical skills, excellent communication, and the ability to make sound decisions in a fast-paced environment. Key Responsibilities Monitor real-time call center performance, service levels, queue activity, and agent adherence to schedules. Process attendance-related updates, including callouts, late arrivals, early departures, and schedule exceptions. Utilize Genesys Cloud and workforce management tools to maintain accurate staffing and schedule data. Monitor real-time staffing needs and make adjustments to ensure service level goals and operational objectives are met. Coordinate overtime opportunities and communicate staffing needs to agents and leadership teams. Provide real-time operational reporting and communicate adherence concerns, attendance trends, and staffing impacts to management. Support coaching and CBT scheduling activities, ensuring minimal impact to service levels. Assist during system outages or operational disruptions by coordinating staffing plans and communicating updates to leadership. Act as a resource for supervisors and operational leaders by identifying risks and recommending solutions to maintain business performance. Qualifications Associate degree or equivalent work experience. 1-3 years of workforce management, real-time adherence, scheduling, or call center operations experience. Experience working in a high-volume contact center environment. Strong knowledge of workforce management principles, call center metrics, and schedule adherence practices. Proficiency with Microsoft Office Suite, including Excel, Outlook, Word, and PowerPoint. Excellent communication, organizational, and time management skills. Ability to analyze data, prioritize work, and make real-time operational decisions. Experience with Genesys Cloud, workforce management systems, and automatic call distribution (ACD) platforms. Preferred Experience supporting attendance management, staffing optimization, and operational reporting. Preferred Demonstrated leadership and cross-functional collaboration skills. Preferred Schedule : Please note that this is a fully onsite role in Costa Mesa, CA. The position follows a 10:30 AM to 7:15 PM closing shift, and schedules may be assigned on any day of the week, including weekends (Sunday through Saturday). What You'll Bring Strong attention to detail and critical thinking skills. Ability to thrive in a fast-paced, dynamic environment. Confidence making real-time decisions that impact operational performance. A customer-focused mindset with a commitment to delivering exceptional service. The ability to build strong partnerships with leaders, supervisors, and frontline teams. The starting pay range for this position is: $25.03 - $33.34 Additionally, for full time positions, you will be eligible to participate in our incentive program based upon the achievement of organization, team and personal performance. . Remarkable benefits: • Health coverage for medical, dental, vision • 401(K) saving plans with company match AND Pension • Tuition assistance • Floating holidays and PTO for community volunteer programs • Paid parental leave • Wellness programs • Employee discounts (membership, insurance, travel, entertainment, services and more!) Auto Club Enterprises is the largest club within the national AAA federation. We have nearly 17,000 employees in 24 states helping more than 18 million members. The strength of our organization is our employees. Bringing together and supporting different cultures, backgrounds, personalities, and strengths creates a team capable of delivering legendary, lifetime service to our members. When we embrace our diversity – we win. All of Us! With our national brand recognition, long-standing reputation since 1900, and constantly growing membership, we are seeking career-minded, service-driven professionals to join our team. “Through dedicated employees we proudly deliver legendary service and beneficial products that provide members peace of mind and value.” AAA is an Equal Opportunity Employer Our organization participates in E-Verify The Automobile Club of Southern California will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable federal, state, and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance (FCIHO), the Unincorporated Los Angeles County (ULAC) regulation, and the California Fair Chance Act (CFCA).