Job Description

Why Work For Us?

• Great Pay - opportunity to participate in AAA discretionary annual incentive plan or other incentive plans depending upon position
• 401k Matching – $1 for $1 company match up to 6% of eligible earnings per pay period
• Benefits – Medical, Dental, Vision, wellness program and more!
• Paid Holidays
• Paid Time Off – Team Members accrue paid time off monthly. Depending on position, an additional 24 hours per year are earmarked for volunteer activities.
• Collaborative Environment – AAA will value your contribution to providing exceptional service to our members
• Free AAA Classic Membership
• AAA Product Discounts
• Tuition Reimbursement Program

At AAA, our Team Members strive to deliver amazing service and help our Members outsmart life’s roadblocks. We believe everything you do outside of work adds to who you are at work. We're working to transform AAA for the next century with a mission to create Members for life by unleashing the innovative spirit of our Team Members.

Summary:

As part of the AAA NCNU workforce management team the Forecasting Scheduling and Reports Analyst will manage the overall scheduling and capacity planning of our Member Services Center.

Essential Functions

• Serves as WFM technology Subject Matter Expert.
• Partners with senior Operations leadership in developing financial and high level models and applies mathematical modeling expertise and statistical analysis to design and create reports.
• Experience in large volume contact center scheduling for 500+ agents.
• Strong focus on utilizing IEX for what-if scenario & on-boarding analysis, Troubleshoot IEX issues, open support desk tickets
• Generate Ad-Hoc operational reports as needed as well as Ad-Hoc requests and other projects as assigned by manager
• Generates and maintains short term/long term forecasts for call volume, average handle times, headcount, and other business requirements. Analyzes contact center trends, including call volumes and call patterns, to forecast workload needed to support various channels thereby ensuring member service needs are met
• Compile, track, and analyze inbound/outbound workload drivers, integrating into model to improve forecast accuracy and understand impacts from various business strategies
• Perform annual, quarterly, monthly, and weekly audits of statistical data to determine trending and staffing requirements
• Expert level understanding of Contact Volume Forecasting and trending, including time series analysis, regression analysis and Erlang C Call Volume predictive modeling.
• Must be able to respond quickly and intelligently in a fast paced environment, making accurate decisions under pressure.
• Advanced relationship building and collaboration skills. Must have the ability to collaborate with key Operations stakeholders on critical staffing and scheduling issues and gain consensus and identify solutions.
• Excellent written and oral communication skills required to interact with all levels of management and client representatives.
• Ability to work independently with minimal supervision, meeting multiple deadlines in a high pressure environment.

Knowledge/Skills/Abilities

• Strong knowledge in automatic call distribution (ACD) technology
• Advanced computer skills to include IEX Total View software or similar (required), Avaya CMS Platform or similar (required) and advanced aptitude in MS Access and Excel (required)
• Detailed understanding of ACD management and administration practices, contact flow management and contact center technologies

Education & Experience / Licenses & Certification

• Bachelor’s degree in Finance, Mathematics, Statistics or Information Technology strongly desired
• High School Diploma, GED or equivalent required.
• 7 years of related forecasting, scheduling, real-time and technical experience in a contact center
• Advanced knowledge of call center management and various forecasting/scheduling/real-time software
• 5+ years’ experience demonstrated application of mathematical and analytical skills to identify and/or resolve business issues
• Experience within a complex call center environment preferred