Job Information
The Auto Club Group Remote Traffic Coordinator in Dearborn, Michigan
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Job Type: Full time
Exempt/Non Exempt: Hourly
Job Description:
Position Description Functions as a liaison between CIC Operations Support and management personnel in a call center environment. Provides phone coverage monitoring on an ongoing basis and adjusts staffing levels to ensure adequate coverage and the achievement of corporate customer service objectives. Assists senior-level personnel/management in evaluating options for supporting new functions or changes to current processes that impact staffing. Maintains the database systems for the Workforce Management and Automated Call distributor (ACD) Systems. Ensures the accurate and timely completion of daily, weekly, and monthly management reports as required. Receives notifications of ill/absent employees in the call center environment and adjusts work schedules to ensure adequate telephone coverage. Facilitates vacation time and special meeting/time off requests. Monitors queue throughout the shifts to recommend operational changes. Maintains statistical data regarding problems for inclusion in reports. Provides implementation of backup procedures in the event of system failure. Provides management with a record log regarding system failures to ensure appropriate steps were taken to return the system to normal operation. Reviews, investigates, and resolves service complaints from members. Obtains pertinent information and resolves problems as directed by supervisory personnel. Total Compensation Overview: Traffic Coordinator will earn a competitive base pay of $17.31 per hour 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 High school diploma or equivalent Experience: Preparing written reports for management Basic office functions and business analysis Customer service in a telephone environment PC applications (e.g. Excel, word, Access, NT, etc.) Knowledge and Skills: Managing multiple assignments/projects at the same time Strong interpersonal skills Strong written and oral communication skills. Utilizing scheduling software and Call Management Software Organization and planning Problem-solving Coordinating the daily scheduling of call center personnel to ensure adequate phone coverage Interfacing with, and providing support to management Working within short deadlines and constantly changing business requirements Working effectively in a team environment Identifying and quickly resolving complex business problems
Preferred Qualifications Education: College-level coursework in Computer Science, Business Administration, or a related field or comparable experience in a call center environment Experience: IEX, TCS, Genesys, or other scheduling software, Call Management software such as Avaya CMS or Aspect Work Environment This is a remote call center position. Call Center employees work remotely full-time. An exception to this would be in the case of connectivity or service level issues, in which employees would be required to report temporarily to a designated ACG facility (if located <50 miles from an office) until connectivity or service levels are restored.
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The Auto Club Group (ACG) provides membership, travel, insurance, and financial service offerings to approximately 14+ million members and customers across 14 states and 2 U.S. territories through AAA, Meemic, and Fremont brands. ACG belongs to the national AAA federation and is the second largest AAA club in N