Remote WFM Capacity Planning Analyst

It's a great time to join AAA The Auto Club Group!

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Job Type:

Full time

Exempt/Non Exempt:

Salary

Job Description:

Position Description

Primary Duties and Responsibilities:

Responsible for determining capacity needs (for both short-term and long-term planning periods) across all channels. Duties may include:

• Create and maintain long term capacity plans for multiple contact center departments.
• Partner with Workforce Management analysts, Marketing, Training, Recruiting, Finance and other business leaders to ensure forecasts, hiring plans, training plans, marketing plans, and other reporting is accurate and accounted for in capacity plans and department budgets.
• Collaborate across boundaries with other Auto Club Group departments to ensure capacity planning information is accurate and available to business leaders and appropriate departments.
• Ensure Forecasting and Scheduling analysts have the necessary capacity planning information to perform their jobs.
• Support recruiting efforts including with internal and external partners.
• Maintain and analyze workforce performance, leads analysis, and recommends staffing changes for continuous improvement.
• Oversee retrieval of key data, the analysis of that data, as well as the data integrity of databases being utilized by contact centers.
• Create and maintain reporting which brings valuable insights and guides decision making.
• Display a passion for learning and seeks to improve upon their own expertise and areas of opportunity.
• Provide exceptional customer service to internal and external customers.
• Leverage technology to improve upon Workforce Management processes.

Supervisory Responsibilities:

none

Total Compensation Overview

• WFM Capacity Planners will earn a competitive salary of $49,100 to $76,300 annually with annual bonus potential based on performance.
• Excellent and comprehensive benefits packages are just another reason to work for the Auto Club Group. Benefits include:
  • 401k Match
  • Medical
  • Dental
  • Vision
  • PTO
  • Paid Holidays
  • Tuition Reimbursement

Required Qualifications

Education:

• College level coursework in Computer Science, Business Administration or a related field

Experience:

• 3+ years of experience with capacity planning is required.
• Experience with multiple location management - multi-state environments
• Demonstrated successful management of multiple and/or competing priorities/projects
• Previous experience implementing system software upgrades/changes
• Experience maintaining voice communication systems
• Process improvement
• Managing vendor relationships
• Customer service (telephone-based)
• Experience with Inter-departmental collaboration

Knowledge and Skills:

• Manage scheduling software
• Identify/resolve technical problems
• Forecast work volume
• Call flow logic
• Conduct system performance evaluation
• Conduct system testing
• Maintain telephone switch systems
• Advanced knowledge of scheduling/forecasting systems
• Oversee workforce management systems (including call forecasting/resource scheduling)
• Knowledge of Customer interaction center management/service delivery (best practices)
• Industry-standard telephone procedures
• Current telephonic technologies (e.g. Lucent, Geotel)
• Communication software
• Company products and services
• Statistical methods and analysis
• Microsoft Office Suite; to include expert level knowledge of Excel
• Functional knowledge of SQL - writing and modifying queries
• Database Data flows/data definitions
• Data base structures
• Network software
• Network routing systems
• Call flow logic
• Assess impact of operational changes on staffing/procedures
• Ability to communicate effectively with others both orally and in writing - to include presentations
• Develop/document systems procedures
• Provide guidance and direction to others
• Ability to represent company with vendors
• Work under pressure to meet deadlines

Preferred Qualifications

• Bachelor's degree
• 1+ years in a contact center environment is preferred.
• 1+ years of Workforce Management experience is preferred.

Work Environment

This is a remote call center position. Call Center employees work remote full-time. An exception to this would be in the case of connectivity or service level issues, in which employees would be required to report temporarily to a designated ACG facility (if located < 50 miles from an office) until connectivity or service levels are restored.

#LI-Remote

Who We Are

Become a part of something bigger.

The Auto Club Group (ACG) provides membership, travel, insurance, and financial service offerings to approximately 14+ million members and customers across 14 states and 2 U.S. territories through AAA, Meemic, and Fremont brands. ACG belongs to the national AAA federation and is the second largest AAA club in North America.

By continuing to invest in more advanced technology, pursuing innovative products, and hiring a highly skilled workforce, AAA continues to build upon its heritage of providing quality service and helping our members enjoy life's journey through insurance, travel, financial services, and roadside assistance.

And when you join our team, one of the first things you'll notice is that same, whole-hearted, enthusiastic advocacy for each other.

We have positions available for every walk of life! AAA prides itself on creating an inclusive and welcoming environment of diverse backgrounds, experiences, and viewpoints, realizing our differences make us stronger.

To learn more about AAA The Auto Club Group visit www.aaa.com

Important Note:

ACG's Compensation philosophy is to provide a market-competitive structure of fair, equitable and performance-based pay to attract and retain excellent talent that will enable ACG to meet its short and long-term goals. ACG utilizes a geographic pay differential as part of the base salary compensation program. Pay ranges outlined in this posting are based on the various ranges within the geographic areas which ACG operates. Salary at time of offer is determined based on these and other factors as associated with the job and job level.

The above statements describe the principal and essential functions, but not all functions that may be inherent in the job. This job requires the ability to perform duties contained in the job description for this position, including, but not limited to, the above requirements. Reasonable accommodations will be made for otherwise qualified applicants, as needed, to enable them to fulfill these requirements.

The Auto Club Group, and all its affiliated companies, is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability or protected veteran status.

Regular and reliable attendance is essential for the function of this job.

AAA The Auto Club Group is committed to providing a safe workplace. Every applicant offered employment within The Auto Club Group will be required to consent to a background and drug screen based on the requirements of the position.

Client-provided location(s): United States, Flexible / Remote

Job ID: AutoClub-JR7660

Employment Type: FULL_TIME

Posted: 2024-07-30T12:50:11