Call Center Scheduling Coordinator

Call Center Scheduling Coordinator

Join the AAA Team!

AAA Auto Club Enterprises is hiring a motivated, detail-oriented Call Center Scheduling Coordinator – Real Time Adherence (RTA) to join our Workforce Management team!

If you thrive in a fast-paced environment, enjoy analyzing data, and have a passion for problem-solving, we want to hear from you!

In this role, you'll play a critical part in keeping our contact center operations running smoothly by monitoring real-time staffing levels, employee schedule adherence, call volumes, and service level performance. You'll work closely with leadership and frontline teams to make timely staffing decisions, resolve scheduling challenges, and help ensure our members receive exceptional service.

What We Offer

• Remote Work Opportunity: Work from home following completion of the required in-office training program.

• Location Requirement: Candidates must reside in California and live within 50 miles of the Costa Mesa Administrative Office (AO).

• Training Schedule: Full-time (40 hours per week) with a 100% in-office training program lasting approximately one month. Training schedules may be assigned between 5:00 AM and 7:15 PM, Monday through Sunday. If scheduled on a weekend, a weekday off will be provided.

• Work Schedule (Post-Training): This is a remote closing-shift position with a standard schedule of 10:15 AM to 7:15 PM. Our call center operates 365 days a year, and schedules may be assigned on any day of the week, including weekends and holidays. When scheduled to work a weekend day, a weekday off will be provided.

• The starting pay range for this position is $25.03 – $33.34 per hour.

• Comprehensive Benefits Package

• Career Growth & Advancement Opportunities

What You'll Do

• Monitor Real-Time Operations: Track call volumes, service levels, queue activity, staffing levels, and employee schedule adherence to ensure operational goals are met.

• Manage Scheduling & Attendance: Process employee callouts, late arrivals, early departures, and schedule exceptions while maintaining accurate workforce records.

• Optimize Staffing: Identify staffing gaps, make real-time schedule adjustments, and coordinate overtime opportunities to support service level objectives.

• Analyze & Report Performance: Monitor contact center metrics, identify trends, and provide timely updates to leadership regarding staffing, attendance, and schedule adherence.

• Collaborate with Leadership: Partner with supervisors and operational teams to address staffing concerns, coordinate coaching and training schedules, and improve workforce efficiency.

• Support Business Continuity: Assist with staffing coordination and operational communication during system outages, unexpected call volume increases, or other business disruptions.

• Utilize Workforce Management Tools: Use Genesys Cloud and other workforce management systems to monitor performance, track schedules, and maintain accurate staffing information.

What You'll Need

Required Qualifications

• Associate degree or equivalent relevant work experience.

• 1–3 years of experience in workforce management, real-time adherence, scheduling, or contact center operations.

• Experience working in a high-volume contact center environment.

• Strong understanding of workforce management principles, call center metrics, and schedule adherence.

• Proficiency in Microsoft Office Suite, including Excel, Outlook, Word, and PowerPoint.

• Strong analytical, organizational, communication, and problem-solving skills.

• Ability to multitask, prioritize competing demands, and make sound, data-driven decisions in real time.

• Ability to work independently while maintaining effective communication with leadership and frontline teams.

• Must reside in California within 50 miles of the Costa Mesa Administrative Office.

• Must be available for approximately one month of onsite training and assigned closing shifts, including weekends and holidays.

Preferred Qualifications

• Experience using Genesys Cloud, workforce management systems, or Automatic Call Distribution (ACD) platforms.

• Experience supporting attendance management, staffing optimization, and operational reporting.

• Demonstrated leadership and cross-functional collaboration skills.

Work-From-Home Requirements

• Dedicated Workspace: Must maintain a quiet, professional workspace free from interruptions and distractions.

• Mandatory Ethernet Connection: Must have the ability to connect directly to the internet modem/router using an Ethernet cable. Wi-Fi connections are not permitted for work purposes.

• Internet Speed Requirements: Must have reliable high-speed internet with download speeds of at least 50–100 Mbps and upload speeds of at least 10 Mbps to support voice communications and business applications.

• Equipment Setup: The modem/router must be located in the same room as the company-provided computer equipment to allow for a direct wired connection.

• Internet Service Restrictions: DSL, satellite internet, and mobile hotspots are not permitted.

• Internet Verification: Must be able to provide documentation verifying internet service provider and connection speeds.

• Company-Provided Equipment: A company-provided computer and partial internet reimbursement are included to support the reasonable cost of connectivity.

• Confidentiality & Productivity: Must maintain company standards for productivity, data security, and confidentiality while working remotely.

• Virtual Participation: Must regularly attend required virtual team meetings, coaching sessions, and ongoing training.

• Schedule Availability: Must remain available and responsive during assigned working hours, including weekends and holidays as scheduled.

• Onsite Requirements: Must be able to report to the Costa Mesa Administrative Office for required training and other onsite business needs.

What You'll Bring

• Strong attention to detail and critical thinking skills.

• Confidence making real-time decisions that impact operational performance.

• Ability to thrive in a fast-paced, changing environment.

• A proactive, solutions-focused approach to identifying and resolving staffing challenges.

• Excellent communication skills and the ability to build strong partnerships with leadership, supervisors, and frontline teams.

• A customer-focused mindset and commitment to delivering exceptional service.

Compensation

The starting pay range for this position is $25.03 – $33.34 per hour.

Additionally, eligible employees may participate in our incentive program based on the achievement of organizational, team, and individual performance goals.

Ready to make an impact? Apply today and join AAA's Workforce Management team!

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).