Call Center Scheduling Coordinator

AAA • Costa Mesa, CA

22h • $25 - $33 • Onsite

About The Position

Detail-oriented Workforce Management professional with experience monitoring real-time call center performance, schedule adherence, and service levels. Skilled in making intraday staffing adjustments, managing queue performance, and optimizing workforce resources to meet operational goals in fast-paced, high-volume environments. Strong analytical, communication, and problem-solving skills with a proven ability to make timely decisions that improve efficiency and customer service.

Requirements

• 4-year college degree in Business Administration, Computer Science, Information Systems or related field desired or equivalent combination of experience and education preferred.
• Minimum 3 years’ experience with call center productivity management, as well as with workforce management software and the preparation of agent schedules in a call center environment.
• Knowledge of existing and emerging workforce management software, automatic call distribution technology and industry best practices required – Genesys Cloud (GCX) preferred.
• Proven ability to achieve high service quality results as well as meet productivity levels required.
• Professional written and oral communication skills required, along with demonstrated people management skills, organizational skills and time management skills.
• Proficiency in using Microsoft Office software, including Outlook, Word, PowerPoint and Excel.
• Position will require other operational processes within the Sales Revenue Operations team.

Nice To Haves

• Genesys Cloud (GCX) preferred.

Responsibilities

• Manage and adjust daily schedules based on real-time demand while monitoring call traffic, service levels, and agent adherence.
• Partner with Workforce Management and leadership teams to ensure daily operational and sales objectives are met through effective utilization of Genesys Cloud skill-based routing.
• Coordinate ad hoc meetings, coaching sessions, and operational activities to optimize workforce productivity.
• Monitor agent performance and staffing levels across multiple departments, sites and markets to maintain service goals and operational efficiency.
• Communicate and escalate technical issues to appropriate management teams to minimize business impact.

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!)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level