Workforce Coordinator

WHAT YOU’LL DO

• Support daily and short-term workforce scheduling activities.
• Execute schedules, manage changes, and support agents and leaders with scheduling needs.
• Monitor schedule adherence and address issues as needed.
• Communicate schedule updates clearly and professionally.
• Escalate scheduling conflicts or risks to leadership.
• Run and maintain scheduling and adherence reports.
• Ensure schedules and time records are accurate and properly documented.
• Follow labor laws and company scheduling policies.
• Maintain confidentiality of employee and scheduling information.
• Contribute to a positive team dynamic.
• Incorporate AAA’s vision, mission, and values in day-to-day activities.

WHO WE ARE

We provide our members with best-in-class roadside assistance, discounts and rewards, travel services and insurance. We aim for work-life balance across the organization and offer hybrid and remote work options for many positions.

ESSENTIAL DUTIES/RESPONSIBILITIES

• Update and maintain agent schedules based on staffing requirements and business needs.
• Enter and maintain schedules in the workforce management system with a high level of accuracy.
• Process timecards and manage time off requests, absences, shift changes, shift swaps, training, meetings, and leaves of absence and overtime assignments according to policy.
• Support daily and intraday schedule adjustments to address call volume fluctuations, employee call outs, late arrivals, technical issues, or unexpected events.
• Monitor schedule adherence and flag issues for Workforce or Operations leadership.
• Assist with coverage balancing across skills, queues, or channels as directed.
• Serve as initial point of contact for agents regarding schedule questions, time off requests, and shift changes.
• Communicate schedule updates clearly and professionally via approved channels.
• Escalate scheduling conflicts or risks to leadership in a timely manner.
• Run and maintain scheduling and adherence reports.
• Track overtime usage, understaffing, and coverage gaps. Report variances to WFM Leadership.
• Ensure schedules and time records are accurate and properly documented.
• Follow labor laws and company scheduling policies. Ensure all schedule changes are approved, documented, and compliant.
• Maintain confidentiality of employee and scheduling information.
• Work on other reports or projects as assigned.
• Contribute to a positive team dynamic through respectful interactions, positive contributions, and active collaboration to achieve department and organizational goals.
• Incorporate AAA’s vision, mission and values in day-to-day activities and behaviors; guides and motivates others to remain committed to AAA’s vision mission and values.

MINIMUM QUALIFICATIONS

• High School diploma or GED
• 1+ years’ experience in scheduling in a complex or 24/7 call center environment

PREFERRED QUALIFICATIONS

• Basic experience with Genesys Cloud or other workforce management or scheduling systems
• Familiarity with call center metrics such as service level, adherence, and occupancy
• Experience supporting hourly workforces and shift based environments

SKILLS AND ABILITIES

• Strong attention to detail
• Proficient in Microsoft Office, advanced Excel knowledge, databases, and navigating the internet
• Ability to adjust style and approach to suit situations that involve rapidly changing tasks, shifting priorities, and simultaneous demands
• Ability to address multiple demands and competing priorities in a changing environment
• Able to communicate clearly and professionally both verbally and in writing, including effective use of listening skills
• Skilled in working independently, prioritizing assignments, and following through on assignments with minimal direction
• Able to make timely and sound decisions and convey the necessary authority and confidence in all interactions
• Skilled in handling urgent situations professionally and willing to take extra measures when solving problems
• Able to establish and maintain cooperative working relationships
• Skilled in establishing rapport and gaining the trust of others

BENEFITS

• Health insurance (medical, vision, dental and prescription drug)
• Up to 22 days of Paid Time Off (PTO) in the first year
• Eleven paid holidays in addition to PTO
• 401(k) with Employer Match
• Life, Short-Term Disability and Long-Term Disability insurance
• Flexible Spending Accounts
• On-Demand Pay / Earned Wage Access
• Free Premier RV AAA Washington Membership
• Travel, Insurance, and Membership Discounts and Perks
• Paid, on-going training throughout your career
• THRIVE wellness program
• Tax-advantaged commuter benefit
• Free parking
• Financial Literacy Education