Manager, CIC Real Time Coordinators

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.

Tampa, FL

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: 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.
Responsibilities: <p>Manages the call forecasting and resource scheduling for call centers with the Auto Club Group locations.&nbsp; Monitors service-level-performance for all call centers.&nbsp; Monitors call during abnormal call volumes to assess reasons and recommend appropriate corrective action to staff and call center management.&nbsp; Provides training for call center staff members on how to achieve service levels, and other critical performance statistics.&nbsp; Serves as an advisor to all levels of management in the development and execution of forecasts and schedules involving call center activity.&nbsp; Provides and maintains staffing schedules and forecast data to model each call center workforce. Creates special forecasts and schedules to handle holidays, vacations, training, meetings, and projects.&nbsp;</p> <div>&nbsp;</div> <p><u>Supervisory Responsibilities:</u></p> <p>Directly and indirectly, a staff of Workforce Analysts/Real-Time Coordinators who may be distributed in one or more physical call center locations.</p>
Requirements: <p><strong><u>Preferred Qualifications:</u></strong></p> <ul type="disc"> <li>Bachelor&rsquo;s degree preferred.</li> <li>College level coursework in: Computer Science, Operations Research, Call Center Systems coursework, or a related field</li> </ul> <div>&nbsp;</div> <div><strong><u>Work Environment:</u></strong></div> <div><strong>&nbsp;</strong></div> <p>Works in a temperature-controlled office environment.&nbsp; Work may include irregular or extended hours, evenings/weekends.</p> <div>&nbsp;</div> <div><strong><u>Required Qualifications:</u></strong></div> <div><strong>&nbsp;</strong></div> <p><u>Education:</u></p> <ul type="disc"> <li>College-level coursework in Business Administration or a related field.&nbsp;</li> </ul> <div><u>Experience:</u></div> <ul> <li>Call Center management</li> <li>Customer service (telephone-based)</li> <li>Utilizing end-user computer software packages (advanced)</li> <li>Multiple location management</li> <li>Multi-state environments</li> <li>Problem identification and resolution</li> <li>Process improvement</li> <li>Successful management of multiple and/or competing priorities/projects</li> <li>Implementing system software upgrades/changes</li> <li>maintaining voice communication systems</li> </ul> <div>&nbsp;</div> <div>Supervisory experience to include:</div> <ul> <li>Staffing</li> <li>Scheduling</li> <li>Managing employee work performance</li> <li>Leadership</li> <li>Decision making</li> <li>Coordinating and controlling major projects</li> <li>Budget preparation and management</li> </ul> <div>&nbsp;</div> <div>&nbsp;</div> <div><u>Knowledge and Skills:</u></div> <ul> <li>Automated call distribution systems</li> <li>Call Center functions</li> <li>Company products and services</li> <li>Customer interaction center management/service delivery (best practices)</li> <li>Statistical methods and analysis</li> <li>Industry-standard telephone procedures</li> <li>Current telephonic technologies (e.g. Lucent, Geotel)</li> <li>Communication software</li> <li>Database Data flows/data definitions</li> <li>Data processing (basic)</li> <li>Database structures</li> <li>Network software</li> <li>Network routing systems</li> <li>Scheduling/forecasting systems (advanced)</li> <li>Call flow logic</li> <li>Assess the impact of operational changes on staffing/procedures</li> <li>Communicate effectively with others both orally and in writing</li> <li>Develop and make presentations (All levels of management)</li> <li>Develop/document systems procedures</li> <li>Forecast work volume</li> <li>Function effectively in stressful situations</li> <li>Perform basic mathematical calculations (e.g. addition, subtraction, multiplication, division, percentages)</li> <li>Operate telecommunications equipment</li> <li>Oversee workforce management systems (including call forecasting/resource scheduling)</li> <li>Provide guidance and direction to others</li> <li>Represent the company with vendors</li> <li>Manage scheduling software</li> <li>Conduct system performance evaluation</li> <li>Conduct system testing</li> <li>Identify/resolve technical problems</li> <li>Maintain telephone switch systems</li> <li>Work under pressure to meet deadlines</li> </ul> <div>&nbsp;</div> <div>&nbsp;</div> <div> <p>The Auto Club Group offers a competitive compensation and benefits package including a base salary with performance-based incentives; medical/dental/vision insurance, 401(k), generous time off, a complimentary AAA Membership, and much more!</p> <p>Important Note: The above statements describe the principal and essential functions, but not all functions that may be inherent in the job.&nbsp; This job requires the ability to perform duties contained in the job description for this position, including, but not limited to, the above requirements.&nbsp; Reasonable accommodations will be made for otherwise qualified applicants, as needed, to enable them to fulfill these requirements.</p> <p>The Auto Club Group, and all of its affiliated companies, is an equal opportunity/affirmative action employer.&nbsp; 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.</p> </div>