Call Center Team Manager
Job Summary
This position is responsible for people, operations, financial, cost, and project management of the working group, as well as the development of office business plans and strategies designed to meet the needs of members, insureds and the call center. This position ensures courteous, efficient service is provided to members consistent with the objectives, goals, and policies of the Automobile Club at corporate, business unit and departmental levels, and also ensures the Call Center is in compliance with organizational and business unit procedures, and practices. In addition, the position collaborates with the Site Manager, Operations Manager, Group Manager, and other business unit management to develop strategy, initiatives, and implementation processes to achieve organizational goals.
Job Duties
- Provide coaching and development to supervisory staff to ensure continual education and enrichment. Ensure supervisors are current on all changes in policy and procedures. Foster an understanding of immediate service issues to maintain total member satisfaction. Ensure employee development is achieved through coaching, monitoring, and training conducted by supervisors. Communicate with employees by conducting individual and group meetings encouraging employees to support culture and values, embrace changes, as well as to foster discussion on current policies, procedures, objectives, and goals. Create an operating environment conducive to high employee satisfaction, employee development/growth with respect and dignity for all employees.
- Provide leadership, direction, and oversight to Team Supervisors. Schedule and/or assign work through business unit supervision. Set performance priorities for the section to ensure member satisfaction levels improve/remain high while proactively maintaining a safe working environment.
- Work with Site Manager to develop and implement local strategies and business plans designed to improve service delivery and member satisfaction in the most cost-effective manner. In conjunction with Work Force Management, develop growth projections and operational capacity plans based on organizational, membership, and economic trends and analysis of internal and external data. Direct projects and goals and objectives as assigned on behalf of business unit.
- Prepare operating expense budgets, monthly reconciliation/variance, and expense forecasts for assigned section. Communicate operational and financial results to Site Manager on a regular basis.
- Conduct corrective counseling of employees designed to improve employee performance or to correct failures to meet Club and departmental standards. Escalate to Site Manager if necessary. Ensure compliance with appropriate Club and legal requirements. Responsible for implementing work-place safety programs.
- Analyze service levels, trends, forecasts, staffing, and suggestions from employees, and other Club personnel, etc. to ensure a consistently high standard of member service and ensure corrective action is implemented to achieve goals. Analyze section performance data and undertake action plans to correct deficiencies. Monitor and analyze communication needs to ensure maximum utilization of staff and equipment. Recommend and implement changes as necessary. Align staff to achieve business objectives.
- Establish and maintain working relationships with other business units and vendors that foster achievement of corporate objectives.
- Interview, screen, and hire supervisors as replacements or additions to staff, as well as direct promotions and terminations. Review approval requests for changes in staffing and forward to next appropriate approval level. Review hiring decisions by supervisors.
- Maintain knowledge of and determine future needs for call center management systems, call volume, trends, and staffing requirements. Evaluate needs, make recommendations, and justify software enhancements or hardware purchases for computer systems. Support the organizational commitment to on-going leadership development through annual completion of “Leadership Development Units,” including but not limited to live call taking. Develop, train and maintain local contingency and disaster-readiness plans for any emergency affecting office operations, computer systems, member service, or employee safety.
- Work is performed with only minimal guidance and requires extensive knowledge in established call center practices, techniques and methods. Work regularly requires the exercise of discretion and independent judgment in areas such as:
- Recognizes constantly changing nature of call center environment, including 24-hr/7-day a week operating hours, and prepares employees to meet member and insured demands while maintaining office morale.
- Determines staffing levels required to achieve a balance of member service goals and member satisfaction, while meeting productivity goals and budget targets.
- Manages turnover through effective recruiting, hiring, and training.
- Ensures members of management team are prepared to invoke contingency plans quickly and accurately when problems with automated telephone answering and operating systems occur.
- Determines suitability of applicants for promotion to supervisor. Provides an environment to supervisors that best prepares them for future growth opportunities within the organization.
- Consults with senior management on an enterprise basis to resolve complicated call center issues.
Qualifications
- Bachelor's equivalent combination of education and experience
- 7-9 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.
- 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 Required
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 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!)
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