Operations Analyst - Remote

This position provides independent direction in the management of Service Levels across all MSC/PMG Business Units. The position performs all related duties in support of goals and objectives, as well as develops processes and proposals to increase the effectiveness of the operations. In addition, the position fosters continued program development and growth by conducting research and audits, as well as by producing statistical reports and analysis.
Responsibilities/Job Duties
This position administers the Genesys Workforce Management and eResource systems. Develops and builds schedules for Call Center staff based on forecast call volume and average handle time (AHT). In addition, the position develops staffing deviation reports, call volume reports, AHT reports, absenteeism reports and voluntary time off (VTO) reports, analyzing trends, making recommendations regarding staffing levels, schedules and productivity. The position ensures agent profiles are accurate and updated real-time, ensures known time off for meetings, vacations, holidays, etc. are pre-planned and replacement staffing is in place to meet Service Level goal. Additionally, the position processes schedule changes and yearly vacation selections. The position is also responsible for making minute-by-minute decisions based on daily trending analysis to ensure resources are available to handle real time traffic loads while communicating with Operations Management and the Real Time Adherence agents in each Call Center regarding overtime needs, VTO and the adjusting of agents’ offline activities.
The starting pay range for this position is:
$64,480.00 - $79,300.00
Additionally, you will be eligible to participate in our incentive program based upon the achievement of organization, team and personal performance.
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Remarkable benefits:

• Health coverage for medical, dental, vision
• Wellness program
• Employee discounts
• PTO for community volunteer programs
• 401(K) saving plan with company match AND Pension
• Tuition assistance

The Automobile Club of Southern California is part of the largest federation of AAA clubs in the nation. We have 14,000 employees in 21 states helping 17 million members. The strength of our organization is our employees. Bringing together and supporting different cultures, backgrounds, personalities, and strengths creates a team capable of delivering legendary, lifetime service to our members. When we embrace our diversity – we win. All of Us! With our national brand recognition, long-standing reputation since 1902, and constantly growing membership, we are seeking career-minded, service-driven professionals to join our team.
“Through dedicated employees we proudly deliver legendary service and beneficial products that provide members peace of mind and value.”
AAA is an Equal Opportunity Employer
The Automobile Club of Southern California will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable federal, state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance.