Posted on 8-7-2012
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
Generates and distributes statistical reports for overall call center service levels to all levels of management

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
Monitors agent activity and ensures schedule adherence. Communicate with Line of Business leaders when agents are not in compliance

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
Assists the Schedule Desk Analysts with weekly plans, additional hours and schedule change requests

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).
Knowledge, Skills & Abilities

Ability to prioritize and balance simultaneous projects in a fast paced work environment
Solid computer skills and knowledge of PC software applications used for word-processing and spreadsheets (e.g., Microsoft Word and Excel)

Ability to work independently and as part of a team in a demanding environment
Ability to quickly grasp a thorough knowledge of policies, procedures and service goals

Solid communications skills both verbally and in written form
Interpersonal skills and the ability to interact with employees, management and others in a professional and tactful manner

Ability to maintain highly confidential information
High School Diploma or equivalent

0 -2 years experience in Workforce Management