Workforce Management Analyst

A career at The Auto Club Group (ACG) can be satisfying, exciting and rewarding. By aligning your professional development with our business objectives, ACG can help you attain your career goals — and make a difference. Get started by choosing the career that’s right for you.

Dearborn, MI

The Auto Club Group

AAA was founded over 100 years ago for the purpose of lobbying for driver and passenger rights, fair laws and safer vehicles — all to better promote the love of the open road and the adventure of driving. Since then, AAA has grown to over 50 million members strong, while providing valuable membership services such as roadside assistance. Additionally, AAA has broadened its horizons to include all types of travel-related services, as well as offer a variety of insurance and financial products and services. Today’s AAA is a national federation comprised of more than 50 individual clubs throughout the United States and Canada. Whether you’re traveling around the world or to the corner grocery store, planning a honeymoon or weekend road trip, learning to drive or in need of a battery boost, the best way to begin your journey is with AAA.

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Competitive Compensation and Benefits Package

Overview: <p>The Auto Club Group (ACG) provides membership, travel, insurance and financial services offerings to approximately 9 million members and customers across 11 states and 2 U.S. territories through the AAA, Meemic and Fremont brands. ACG belongs to the national AAA federation and is the second largest AAA club in North America.<br /> </p> <p><strong><u>Work Environment:</u></strong></p> <p>Works in a temperature-controlled office environment.&nbsp;24/7 operations with possible irregular hours, weekends and holiday work as needed.</p> <strong><br /> <u>Compensation</u></strong><br /> The Auto Club Group offers a competitive compensation and benefits packages including a base salary with performance-based incentives; medical/dental/vision insurance, pension, 401(k), generous time off, a complimentary AAA Membership and much more!
Responsibilities: <p>Functions as a liaison between CIC Operations Support and management personnel in a call center environment in order to forecast daily call volume and determine appropriate staff scheduling levels. Provides a central point of contact for all daily schedule changes. Analyzes trends in call volume in order to determine appropriate staffing levels. Creates reports to be used in capacity forecasting. Analyzes data and creates schedules to meet weekly forecasted requirements within a given set of parameters. Facilitates vacation time and special meeting/time off requests. Monitors situations such as weather conditions to anticipate special staffing needs as indicated. Makes recommendations to call center management regarding calling in additional staff members, shortening employee work days, changing operating standards, etc. based on forecasted call volume and availability of personnel. Monitors queue throughout the shifts to recommend operational changes. Reschedules breaks, lunches and meetings as necessary to meet service level objectives.</p> <p>Works in cooperation with other departments when outages occur and calls must be redirected.</p> <p>Assists in evaluating options for supporting new functions or changes to current processes that impact staffing. Keeps abreast of call center policies and procedures and recommends operational improvements. Maintains the data base systems for the Workforce Management and Automated Call distributor (ACD) Systems. Maintains statistical data regarding problems. Ensures the accurate and timely completion of daily, weekly, and monthly management reports as directed.</p>
Requirements: <p><strong><u>Preferred Qualifications:</u></strong></p> <ul> <li>College level coursework in Computer Science, Business Administration or a related field.</li> <li>Experience using either IEX, TCS, or Blue Pumpkin scheduling software.</li> </ul> <p><strong><u>Qualifications</u></strong></p> <p><strong>Required Qualifications (these are the minimum requirements to qualify):</strong></p> <p><strong>Education (include minimum education and any licensing/certifications):</strong></p> <ul> <li>High school diploma or equivalent.</li> </ul> <p><strong>Experience:</strong></p> <ul> <li>Using scheduling software to schedule call center personnel to ensure adequate phone coverage.</li> <li>Creating short term call volume forecast.</li> <li>Creating computer-generated statistical reports to management.</li> <li>Preparing written reports to management.</li> <li>Analyzing reports and developing recommendations to ensure proper staffing levels.</li> <li>Customer service in a telephone environment.</li> </ul> <p><strong>Knowledge and Skills:</strong></p> <ul> <li>Manage multiple assignments/projects at the same time.</li> <li>Interface with, and provide support to management.</li> <li>Work within short deadlines and constantly changing business requirements.</li> <li>Work effectively in a team environment.</li> <li>Judgment and independent discretion to identify and quickly resolve complex business problems.</li> <li>Provide work training and guidance.</li> <li>Organizing and planning.</li> <li>Innovative problem solving.</li> <li>Negotiating solutions.</li> <li>Strong interpersonal skills.</li> <li>Strong written and oral communication skills.</li> </ul>