Call Center Scheduler

AAA Washington•Bellevue, WA

8d•$23 - $27•Hybrid

About The Position

This role supports daily and short-term workforce scheduling activities to ensure the call center is appropriately staffed to meet service level goals, minimize disruptions, and support positive employee experience. In consultation with workforce stakeholders, focuses on executing schedules, managing changes, and supporting agents and leaders with scheduling needs in a fast paced, real-time environment.

Requirements

High School diploma or GED
1+ years’ experience in scheduling in a complex or 24/7 call center environment
Strong attention to detail
Proficient in Microsoft Office, advanced Excel knowledge, databases, and navigating the internet.
Ability to adjust style and approach to suit situations that involve rapidly changing tasks, shifting priorities, and simultaneous demands.
Ability to address multiple demands and competing priorities in a changing environment.
Ability to communicate clearly and professionally both verbally and in writing, including effective use of listening skills.
Skilled in working independently, prioritizing assignments, and following through on assignments with minimal direction.
Ability to make timely and sound decisions and convey the necessary authority and confidence in all interactions.
Skilled in handling urgent situations professionally and willing to take extra measures when solving problems.
Ability to establish and maintain cooperative working relationships.
Skilled in establishing rapport and gaining the trust of others.

Nice To Haves

Basic experience with Genesys Cloud or other workforce management or scheduling systems.
Familiarity with call center metrics such as service level, adherence, and occupancy.
Experience supporting hourly workforces and shift based environments.

Responsibilities

Update and maintain agent schedules based on staffing requirements and business needs.
Enter and maintain schedules in the workforce management system with a high level of accuracy.
Process timecards and manage time off requests, absences, shift changes, shift swaps, training, meetings, and leaves of absence and overtime assignments according to policy.
Support daily and intraday schedule adjustments to address call volume fluctuations, employee call outs, late arrivals, technical issues, or unexpected events.
Monitor schedule adherence and flag issues for Workforce or Operations leadership.
Assist with coverage balancing across skills, queues, or channels as directed.
Serve as initial point of contact for agents regarding schedule questions, time off requests, and shift changes.
Communicate schedule updates clearly and professionally via approved channels.
Escalate scheduling conflicts or risks to leadership in a timely manner.
Run and maintain scheduling and adherence reports.
Track overtime usage, understaffing, and coverage gaps. Report variances to WFM Leadership.
Ensure schedules and time records are accurate and properly documented.
Follow labor laws and company scheduling policies. Ensure all schedule changes are approved, documented, and compliant.
Maintain confidentiality of employee and scheduling information.
Work on other reports or projects as assigned.
Contribute to a positive team dynamic through respectful interactions, positive contributions, and active collaboration to achieve department and organizational goals.
Incorporate AAA’s vision, mission and values in day-to-day activities and behaviors; guides and motivates others to remain committed to AAA’s vision mission and values.