Adherence Monitor I

AAA (the American Automobile Association, Inc.) is a federation of affiliated automobile clubs. Each AAA club is an independent, not-for-profit organization, chartered and incorporated in its own state and controlled by its own Board of Directors.

* Allocates calls while balancing occupancy and meeting service level requirements * Generates and distributes statistical reports for overall call center service levels to all levels of management * Processes emails sent to the Real Time mailbox within 2 hours of receipt. * Answers phone calls from supervisors/agents for assistance on same day exceptions * Monitors agent activity and ensures schedule adherence. Communicate with Line of Business leaders when agents are not in compliance * Continuously monitors and tracks service levels for all lines of business for each hour and makes recommendations or adjustments to staff and/or agents skills as needed * Assists the Schedule Desk Analysts with weekly plans, additional hours and schedule change requests

Knowledge/Skills/Abilities * Ability to prioritize and balance simultaneous projects in a fast paced work environment * Solid computer skills and knowledge of PC software applications used for word-processing and spreadsheets (e.g., Microsoft Word and Excel) * Ability to work independently and as part of a team in a demanding environment * Ability to quickly grasp a thorough knowledge of policies, procedures and service goals * Solid communications skills both verbally and in written form * Interpersonal skills and the ability to interact with employees, management and others in a professional and tactful manner * Ability to maintain highly confidential information Education & Experience / Licenses & Certification * High School Diploma, GED or equivalent required. College education credits preferred. * Up to 2 years' experience in Workforce Management preferred.