Job Information
The Auto Club Group Hybrid Manager, Workforce Management in Dearborn, Michigan
It's a great time to join AAA The Auto Club Group!
JOIN THE TEAM COMMITTED TO DRIVING YOUR CAREER FORWARD
Job Type: Full time
Exempt/Non Exempt: Salary
Job Description:
Hybrid - Manager, Workforce Management - The Auto Club Group
What you will do:
Call Center Strategy and Planning
Collaborate with call center management in the development, coordination, and facilitation of call volume forecasts and schedules.
Create and manage staffing schedules to align with call center activity, including holidays, vacations, training, meetings, and special projects.
Provide strategic recommendations to achieve critical statistics that are relevant to each line of business.
Contribute to long-term strategic and operations staffing plans.
Staffing Management
Ensure the appropriate staffing levels, with the right personnel in the right roles at all times, to consistently deliver exceptional service to all members while maintaining service level objectives.
Determine staffing levels in the absence of assigned personnel and make recommendations to maintain smooth call center operations.
Facilitate overtime and voluntary time off as needed, ensuring optimal resource allocation.
Manage the voluntary and involuntary schedule bidding process to balance workload and employee preferences.
Forecasting and Reporting
Generate accurate call volume forecasts for regular and special circumstances.
Maintain database systems for Workforce Management Solutions.
Prepare daily, weekly, monthly, and ad-hoc management reports, ensuring accuracy and timeliness.
Generate and distribute reports to inform decision-making and process enhancements.
Leadership and Training
Lead and inspire a high-performing team of Workforce Analysts by providing consistent coaching, mentoring, and effective performance management.
Facilitate the training of staff members to enhance workforce management capabilities.
Directly and indirectly, a staff of Workforce Analysts/ Sr Workforce Analysts may be distributed in one or more physical call center locations.
Operational Excellence
Evaluate options for supporting new functions or process changes that impact staffing, ensuring efficiency and effectiveness.
Stay updated on call center policies and procedures, recommending operational improvements.
Serve as an advisor to all levels of management in the development and execution of forecasts and schedules related to call center activity.
Collaborate with cross-functional teams to align call center operations with organizational goals.
How you will benefit: Our Auto Club Travel Agents earn a competitive salary between $70,967.52 - $110,385.60
Full-time
Various afternoon and evening schedules to pick from that include weekends and holidays.
Excellent and comprehensive benefits packages are just another reason to work for the Auto Club Group.
Benefits include:
401k Match
Medical
Dental
Vision
PTO
Paid Holidays
Tuition Reimbursement
Required Qualifications:
Education:
College-level coursework in Business Administration, Operations Management, or related field
Extensive experience in call center operations, including forecasting, scheduling, and strategic planning.
Proficiency in workforce management software and data analysis tools.
Strong leadership and team management skills.
Excellent communication and interpersonal abilities.
In-depth knowledge of call center policies and procedures.
Strong analytical skills with the ability to interpret data and make data-driven decisions.
Knowledge of industry best practices and emerging trends in call center operations.
Staffing
Scheduling
Managing employee wor