Call Center Supervisor
Role Overview
This position ensures effective service to members/insureds and is responsible for people, operations, and project management of the work group.
The position also implements and manages the achievement of the strategic business plan, and applies principles and best practices to achieve total member satisfaction and attain productivity and corporate leadership goals.
In addition, this position sustains a continuous learning environment for the working group to gain job knowledge, customer service skills, and maintain a safe working environment.
The position may assume responsibility for all service and operational activities in the Team Manager's absence.
Full Job Posting
Qualifications
- Bachelors Equivalent combination of education and experience
- 4-6 years Call center customer service. Required
- Professional verbal and written communication skills required.
- General management, organizational and time management skills required.
- Proven effectiveness to negotiate and resolve complaints on an escalated level.
- Knowledge of call center management applications, industry standards/requirements, automatic call distribution technology, workforce management software, service quality assurance programs, and industry best practices.
- Demonstrate strong coaching, interpersonal, and effective presentation skills. Demonstrate leadership ability to motivate a group of employees towards a desired result.
- Current knowledge of Human Resources practices (wage and hour, labor law, etc.) required.
- Proficiency with Microsoft Office software, including Outlook, Word, PowerPoint, Excel and Access required.
- Travel for seminars and meetings and participating on various committees is required, as well as the ability to be on call and available 24 hours a day, seven days a week.
- Valid Driver's License, acceptable Department of Motor Vehicles record and minimum liability insurance - Issued by State
- Travel Requirements
- Occasional travel to off-site business meetings or conferences. (5% proficiency)
- Remarkable benefits:
- Health coverage for medical, dental, vision
- 401(K) saving plans with company match
- Tuition assistance
- Floating holidays and PTO for community volunteer programs
- Paid parental leave
- Wellness programs
- Employee discounts (membership, insurance,
- travel, entertainment, services and more!)
- 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
Preferred Qualifications
- Demonstrate strong coaching, interpersonal, and effective presentation skills. Demonstrate leadership ability to motivate a group of employees towards a desired result.
About Auto Club Enterprises
Provider of insurance, travel, financial, and roadside assistance services.
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