Specialist, Forecasting and Scheduling (2nd Shift)

AAA Club Alliance is seeking Forecasting and Scheduling Specialists (2nd Shift) to join our dynamic team! This position is responsible for creating, communicating, and tracking schedules and call statistics in real time for all Contact Centers associates working directly with the leadership teams.
**This is a work from home position; however, Candidates MUST live within one of the following states to be considered:
• Connecticut • Delaware • Indiana • Kansas • Kentucky • Maryland • New Jersey • Ohio • Oklahoma • Pennsylvania • South Dakota • Virginia • Washington, DC • West Virginia
AAA, Your Success is our Success! What we can offer you:

• A competitive starting hourly rate of $21.00 - $26.00; dependent upon education and experience.
• Annual Merit Increase Eligibility
• Computer equipment provided by AAA Club Alliance and shipped to your home.
• Nearly 4 weeks of Paid Time Off during the first year
• 401(k) plan with company match up to 7%,
• Medical, Dental, Prescription, and Vision Coverage
• Wellness and Health Advocate Programs
• Life Insurance, and Flexible Spending Accounts

What you will be doing:

• Ensure that all reports reflect current data, and work to continually develop improved formatting of reports for ease of readability for key indicators. As trends and patterns develop in data, identify these to management, including observations of what dynamics may be contributing to the patterns. Maintains knowledge of historical trends for data collected, and be watchful for atypical trends, alerting management of them when they occur, to enable corrective action, if required.
• Uses Workforce Management software to analyze the call volume and project the staffing needs of the call centers (24 X 7) and creates schedules. Uses Workforce Management software to produce weekly schedule variances between existing schedule and required schedules for current and projected telephone volumes for call center managers. Uses Workforce Management software to produce holiday and seasonal staffing needs and staff schedules. Coordinates scheduling for holidays and weather emergencies. Optimizes break and lunch schedules weekly/daily for distribution to managers and supervisors. Coordinates with departmental leadership team all scheduling activities such as vacations, schedule changes, new hire schedules, meetings, training, HR meetings, etc.
• Prepares reports on scheduled time off and unscheduled time off as requested. Processes requests for PTO based on Workforce Management System parameters. Forwards PTO denials to managers for review. Reports scheduling changes, authorized time, etc. to Managers. Keeps record of personnel transactions such as hires, transfers and terminations.

What we need from you:

• Associate degree in Business Administration or equivalent combination of education and experience. Bachelor's Degree preferred.
• Four to five years of experience in a fast-paced telephone/dispatch operation center or equivalent, preferably with sophisticated scheduling software experience.
• Knowledge of MS Office suite of products including Excel, Word, PowerPoint, and Access. Spreadsheet modeling required.
• Good interpersonal and presentation skills to interact with center management staff and others effectively. Able to work overtime when necessary.

AAA Club Alliance (ACA) is an equal opportunity employer.
Our investment in Diversity, Equity, and Inclusion:
At ACA, we are committed to cultivating a welcoming and inclusive workplace of team members with diverse backgrounds and experiences to enable us to meet our goals and support our values while serving our Members and customers. We strive to attract and retain candidates with a passion for their work and we encourage all qualified individuals, regardless of race, color, gender, identity, veteran status, sexual orientation, physical ability or national origin, to apply.
Job Category:
Admin - Clerical