Company: AAA Northern California, Nevada & Utah Insurance Exchange
Real-time Operations Analyst I
Location: Glendale, AZ
|Allocate calls to multiple sites focusing on balancing call volumes, occupancy and meeting service levels. Monitor same day activity and adjust staffing as needed.Incumbent is fully trained on all aspects of the job and is in the process of developing expertise. Incumbent applies job skills and company policies and procedures to a complete variety of tasks.
General supervision and instructions are provided for routine work and detailed instructions are provided on new projects or assignments.
Allocates calls between 2 or 3 sites while balancing occupancy and meeting service level requirements
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
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
Work at a computer for the majority of a work shift#CD# answers phones throughout shift#CD# lift or carry office supplies (up to 10 lbs.) and may work in various shifts: Office hours are 7 days per week, 5:30 am � 10:30 pm. Shifts could include weekends and holidays. Ability to travel to other states when required (yearly or bi-yearly).
Ability to prioritize and balance simultaneous projects in a fast paced work environment
Ability to work independently and as part of a team in a demanding environment
Solid communications skills both verbally and in written form
Ability to maintain highly confidential information