null, ACSC Management Services Inc

Role Description Join our dynamic team as an Operations Analyst in the Membership and Insurance Service Call Center, with a specialty in memberships and insurance services. In this role, you'll harness data-driven insights to optimize and enhance our service delivery within a bustling call center setting. The role is remote and scheduled Tuesday through Saturday from 10:45 a.m. to 7:15 p.m. Saturday shifts are mandatory and run from 8:45 a.m. to 5:15 p.m. What You'll Do: - Best Practices: Dedicate time to research and implement best practices, fostering growth and excellence in our call center's approach to membership and insurance services. - Database Management: Oversee and update databases pertinent to memberships and insurance, generating detailed internal and external reports. - Service Enhancement: Spearhead programs to uplift service delivery, member benefits, and performance. - Analyze workforce management data (forecasting, scheduling, and real-time performance) to identify trends, risks, and opportunities that impact service levels and operational efficiency. - Monitor daily staffing performance against forecasts and service targets, and recommend adjustments to improve productivity and customer experience. - Partner with operations leaders to understand business needs and translate them into workforce planning insights and staffing recommendations. - Build and maintain reporting dashboards and performance metrics related to staffing, occupancy, adherence, and service levels. - Conduct root-cause analysis on service level variances and workforce performance issues, providing actionable recommendations. - Collaborate with scheduling and real-time teams to optimize staffing coverage and ensure alignment with operational goals. - Identify opportunities to improve workforce management processes, tools, and reporting automation. - Present insights and recommendations to stakeholders in a clear and concise manner to support operational decision-making. - Ensure workforce management practices align with organizational policies, regulatory considerations, and service commitments. - Reporting: Design and present management reports, ensuring leadership is equipped with the information they need to make strategic decisions. - Continuous Improvement: Lead initiatives to refine and revamp processes, ensuring the call center stays ahead of industry standards. - Cross-Functional Collaboration: Engage with different business units and external vendors on projects, ensuring cohesive operational alignment. - Communication: Serve as a key communication link between the call center, vendors, and other departments, ensuring smooth operation. Qualifications - Proficient in Genesys Cloud (GCX) Workforce Management, to support contact center operations, capacity planning, intraday management, and performance monitoring/reporting. - At least 3 years in business operations, with a preference for those experienced in call center environments, particularly in membership or insurance services. - Effective verbal and written communication. - Proficiency in Microsoft Office software products, including Outlook, Word, Excel, and Access required. - Additional computer software skills such as MS Project and Publisher desired. - Professional organizational and time management skills with the ability to multitask and meet project deadlines. - Demonstrated capability in project management and driving operational enhancements. Requirements - The starting pay range for this position is $64,500.00 - $86,100.00. - For full-time positions, you will be eligible to participate in our incentive program based upon the achievement of organization, team, and personal performance. Benefits - Health coverage for medical, dental, vision. - 401(K) saving plans with company match AND Pension. - Tuition assistance. - Floating holidays and PTO for community volunteer programs. - Paid parental leave. - Wellness programs. - Employee discounts (membership, insurance, travel, entertainment, services, and more!). Company Description Auto Club Enterprises is the largest club within the national AAA federation. We have nearly 17,000 employees in 24 states helping more than 18 million members. The strength of our organization is our employees. Bringing together and supporting different cultures, backgrounds, personalities, and strengths creates a team capable of delivering legendary, lifetime service to our members. When we embrace our diversity – we win. All of Us! With our national brand recognition, long-standing reputation since 1900, and constantly growing membership, we are seeking career-minded, service-driven professionals to join our team. “Through dedicated employees we proudly deliver legendary service and beneficial products that provide members peace of mind and value.” AAA is an Equal Opportunity Employer. Our organization participates in E-Verify. The Automobile Club of Southern California will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable federal, state, and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance (FCIHO), the Unincorporated Los Angeles County (ULAC) regulation, and the California Fair Chance Act (CFCA).

Role Description AAA Auto Club Enterprises is hiring full-time, motivated Customer Service Representatives to join our industry-leading Insurance Call Center team. If you're passionate about helping others and thrive in a fast-paced, member-focused environment, we want to hear from you! Qualifications - Prior customer service experience (recent call center experience preferred) - Spanish fluency is a plus! - Excellent communication skills (written, verbal, and listening) - Ability to multitask and navigate computer systems in real time - A flexible, “can-do” mindset and willingness to adapt to change - High school diploma or GED - Ability to pass a background check and drug screening - Must reside within 80 miles of our Houston Branch office 8508 Highway 6 North, Houston, TX 77095 Requirements - Dedicated, quiet workspace without interruptions - Ability to directly connect to ISP via Ethernet (No DSL, Satellite, Hot Spots, etc.) - Modem/Router must be in the same room as the computer equipment with a minimum of 25 mbps download and 5 mbps upload - Demonstrated ability to uphold productivity and confidentiality in a remote setting - Regular attendance in virtual team meetings and training sessions - Availability during standard business hours and flexibility for possible shift adjustments Benefits - Health coverage for medical, dental, vision - 401(K) saving plans with company match AND Pension - Tuition assistance - Floating holidays and PTO for community volunteer programs - Paid parental leave - Wellness programs - Employee discounts (membership, insurance, travel, entertainment, services and more!) Company Description Auto Club Enterprises is the largest club within the national AAA federation. We have nearly 17,000 employees in 24 states helping more than 18 million members. The strength of our organization is our employees. Bringing together and supporting different cultures, backgrounds, personalities, and strengths creates a team capable of delivering legendary, lifetime service to our members. When we embrace our diversity – we win. All of Us! With our national brand recognition, long-standing reputation since 1900, and constantly growing membership, we are seeking career-minded, service-driven professionals to join our team. "Through dedicated employees we proudly deliver legendary service and beneficial products that provide members peace of mind and value.” AAA is an Equal Opportunity Employer. Our organization participates in E-Verify.

Role Description AAA Auto Club Enterprises is hiring full-time, motivated Customer Service Representatives – fluent in English/Spanish to join our industry-leading Insurance Call Center team. If you're passionate about helping others and thrive in a fast-paced, member-focused environment, we want to hear from you! Qualifications - Prior customer service experience (recent call center experience preferred) - Bilingual skills in English and Spanish, are required - Excellent communication skills (written, verbal, and listening) - Ability to multitask and navigate computer systems in real time - A flexible, “can-do” mindset and willingness to adapt to change - High school diploma or GED - Ability to pass a background check and drug screening - Must reside within 80 miles of 1225 Freeport Parkway, Coppell, TX 75019 Requirements - Dedicated, quiet workspace without interruptions - Ability to directly connect to ISP via Ethernet (No DSL, Satellite, Hot Spots, etc.) - Modem/Router must be in the same room as the computer equipment with a minimum of 25 mbps download and 5 mbps upload - Demonstrated ability to uphold productivity and confidentiality in a remote setting - Regular attendance in virtual team meetings and training sessions - Availability during standard business hours and flexibility for possible shift adjustments Benefits - Health coverage for medical, dental, vision - 401(K) saving plans with company match AND Pension - Tuition assistance - Floating holidays and PTO for community volunteer programs - Paid parental leave - Wellness programs - Employee discounts (membership, insurance, travel, entertainment, services and more!)