Call Center Scheduler

CALL CENTER SCHEDULER

(WORKFORCE COORDINATOR)

WHAT YOU'LL DO:

This role supports daily and short-term workforce scheduling activities to ensure the call center is appropriately staffed to meet service level goals, minimize disruptions, and support positive employee experience. In consultation with workforce stakeholders, focuses on executing schedules, managing changes, and supporting agents and leaders with scheduling needs in a fast paced, real-time environment.

WHO WE ARE:

At AAA Washington, we equip our members with trusted service and expertise to confidently travel through life. We provide our members with best-in-class roadside assistance, discounts and rewards, travel services and insurance. For over 120 years, we've served our members, not shareholders, so our growth supports innovation for the Club today and for the future. Seeking to reflect the communities we serve and create an inclusive culture, we encourage employees to bring their full self to work and support applicants from all backgrounds, abilities and walks of life to apply.

WHY YOU'LL LOVE WORKING AT AAA WASHINGTON:

You'll play an important role in bringing AAA Washington's spirit of service and peace of mind to our membership. Consistently ranked as one of the Best Places to Work by Puget Sound Business Journal, we aim for work-life balance across the organization. We support hybrid and remote work options for many positions based in our corporate office (Bellevue, Washington) along with some of the best benefits in the region!

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.

SUPERVISORY RESPONSIBILITIES:

• None

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.

CERTIFICATES, LICENSES, REGISTRATIONS:

• None

KNOWLEDGE, SKILLS, 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.
• Ability 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.
• Ability 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.
• Ability to establish and maintain cooperative working relationships.
• Skilled in establishing rapport and gaining the trust of others.

SALARY:

• Pay Range: $23.05 - $27.07 per hour
• Opportunity for a discretionary bonus based on company performance

BENEFITS WE OFFER:

• 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
• 4 Hours of Volunteer Time Off per year
• 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

WORK ENVIRONMENT & PHYSICAL DEMANDS:

• Hybrid work from home and office required
• Shift based; may include early mornings, evenings, weekends, holidays, or rotating shifts
• The physical environment is typical of a standard office space. It requires the employee to work inside for the duration of work. Must be able to remain in a stationary position, sitting for more than 50% of the time. This position will require occasionally moving about inside the office to access equipment, cabinets, etc. May work around office equipment which could be noisy, such as copiers.

OTHER:

• Equipment Used: Laptop, phone, and other standard office equipment.
• Travel: Rare
• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required.

DISCLAIMER:

Position/Job characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.