Call Center Scheduling Coordinator

AAA • Costa Mesa, CA

1d • Onsite

About The Position

We are seeking a highly motivated and detail-oriented Real Time Adherence (RTA) Coordinator to support our Workforce Management team. In this role, you will monitor real-time call center performance, staffing levels, schedule adherence, and operational metrics to ensure service level objectives are consistently achieved. You will serve as a key partner to leadership, supervisors, and agents by making real-time staffing decisions, managing attendance and schedule exceptions, coordinating overtime needs, and supporting business continuity efforts. This position requires strong analytical skills, excellent communication, and the ability to make sound decisions in a fast-paced environment.

Requirements

• Associate degree or equivalent work experience.
• 1-3 years of workforce management, real-time adherence, scheduling, or call center operations experience.
• Experience working in a high-volume contact center environment.
• Strong knowledge of workforce management principles, call center metrics, and schedule adherence practices.
• Proficiency with Microsoft Office Suite, including Excel, Outlook, Word, and PowerPoint.
• Excellent communication, organizational, and time management skills.
• Ability to analyze data, prioritize work, and make real-time operational decisions.
• Experience with Genesys Cloud, workforce management systems, and automatic call distribution (ACD) platforms.
• Strong attention to detail and critical thinking skills.
• Ability to thrive in a fast-paced, dynamic environment.
• Confidence making real-time decisions that impact operational performance.
• A customer-focused mindset with a commitment to delivering exceptional service.
• The ability to build strong partnerships with leaders, supervisors, and frontline teams.

Nice To Haves

• Experience supporting attendance management, staffing optimization, and operational reporting.
• Demonstrated leadership and cross-functional collaboration skills.

Responsibilities

• Monitor real-time call center performance, service levels, queue activity, and agent adherence to schedules.
• Process attendance-related updates, including callouts, late arrivals, early departures, and schedule exceptions.
• Utilize Genesys Cloud and workforce management tools to maintain accurate staffing and schedule data.
• Monitor real-time staffing needs and make adjustments to ensure service level goals and operational objectives are met.
• Coordinate overtime opportunities and communicate staffing needs to agents and leadership teams.
• Provide real-time operational reporting and communicate adherence concerns, attendance trends, and staffing impacts to management.
• Support coaching and CBT scheduling activities, ensuring minimal impact to service levels.
• Assist during system outages or operational disruptions by coordinating staffing plans and communicating updates to leadership.
• Act as a resource for supervisors and operational leaders by identifying risks and recommending solutions to maintain business performance.

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
• Education Level: Associate degree