Call Center Scheduling Coordinator

AAA • Costa Mesa, CA

1d

About The Position

The Call Center Scheduling Coordinator monitors real-time call center performance, schedule adherence, and service levels. The role makes intraday staffing adjustments, manages queue performance, and optimizes workforce resources to meet operational goals in a fast-paced, high-volume environment. It partners with Workforce Management and leadership teams to support daily operational and sales objectives, including use of Genesys Cloud skill-based routing. The position also handles other operational processes within the Sales Revenue Operations team.

Requirements

• At least 3 years of experience with call center productivity management, workforce management software, and preparing agent schedules in a call center environment.
• Knowledge of existing and emerging workforce management software, automatic call distribution technology, and industry best practices.
• Ability to achieve high service-quality results and meet productivity levels.
• Professional written and oral communication skills.
• Demonstrated people management, organizational, and time management skills.
• Proficiency with Microsoft Office software, including Outlook, Word, PowerPoint, and Excel.

Nice To Haves

• A four-year college degree in Business Administration, Computer Science, Information Systems, or a related field, or an equivalent combination of experience and education.
• Experience with Genesys Cloud (GCX).

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 help meet daily operational and sales objectives through effective use 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.
• Perform other operational processes within the Sales Revenue Operations team.

Benefits

• Health coverage for medical, dental, and vision
• 401(k) savings plan with company match and pension
• Tuition assistance
• Floating holidays
• PTO for community volunteer programs
• Paid parental leave
• Wellness programs
• Employee discounts on membership, insurance, travel, entertainment, services, and more
• Incentive program eligibility for full-time positions, based on organization, team, and personal performance

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed