Call Center Operations Analyst

Job not on LinkedIn

🔥 0 minutes ago

🏄 California – Remote

🏄 California – Remote

💵 $64.5k - $86.1k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Call Center Representative

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AAA

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1902

🚗 Transport

👥 B2C

Transport • B2C • Travel

AAA is a federation of affiliated automobile clubs, offering various travel-related services and products primarily for its members. It provides emergency roadside assistance, travel planning tools, and member discounts both domestically and internationally. Each club operates independently within its own geographical area, serving its local members while adhering to AAA's overarching standards. AAA also sells travel products like maps and guides, offering resources to assist with international travel. The organization facilitates a network where membership benefits, such as global discounts and emergency services, are extended to international members traveling in the United States and vice versa.

📋 Description

• Dedicate time to research and implement best practices, fostering growth and excellence in our call center's approach to membership and insurance services • Oversee and update databases pertinent to memberships and insurance, generating detailed internal and external reports • Spearhead programs to uplift service delivery, member benefits, and performance • Analyze workforce management data to identify trends, risks, and opportunities that impact service levels and operational efficiency • Monitor daily staffing performance against forecasts and service targets, and recommend adjustments to improve productivity and customer experience • Partner with operations leaders to understand business needs and translate them into workforce planning insights and staffing recommendations • Build and maintain reporting dashboards and performance metrics related to staffing, occupancy, adherence, and service levels • Conduct root-cause analysis on service level variances and workforce performance issues, providing actionable recommendations • Collaborate with scheduling and real-time teams to optimize staffing coverage and ensure alignment with operational goals • Identify opportunities to improve workforce management processes, tools, and reporting automation • Present insights and recommendations to stakeholders in a clear and concise manner to support operational decision-making • Ensure workforce management practices align with organizational policies, regulatory considerations, and service commitments • Design and present management reports, ensuring leadership is equipped with the information they need to make strategic decisions • Lead initiatives to refine and revamp processes, ensuring the call center stays ahead of industry standards • Engage with different business units and external vendors on projects, ensuring cohesive operational alignment • Serve as a key communication link between the call center, vendors, and other departments, ensuring smooth operation

🎯 Requirements

• Proficient in Genesys Cloud (GCX) Workforce Management • At least 3 years in business operations, with a preference for those experienced in call center environments, particularly in membership or insurance services • Effective verbal and written communication • Proficiency in Microsoft Office software products, including Outlook, Word, Excel and Access required • Additional computer software skills such MS Project and Publisher desired • Professional organizational and time management skills with the ability to multitask and meet project deadlines • Demonstrated capability in project management and driving operational enhancements

🏖️ Benefits

• Health coverage for medical, dental, vision • 401(K) saving plans with company match AND Pension • Tuition assistance • Floating holidays and PTO for community volunteer programs • Paid parental leave • Wellness programs • Employee discounts (membership, insurance, travel, entertainment, services and more!)