Call Center Supervisor

Call Center Supervisor

Job Summary

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.

Job Duties

• Provide coaching and development to team members to ensure continual education and enrichment. Foster an understanding of immediate service issues to maintain total member satisfaction. Communicate with team members through individual and group meetings, encouraging employees to support culture and values, embrace changes, as well as to encourage discussion on current policies, procedures, objectives and goals. Create an operating environment conducive to high employee satisfaction, development/growth, and retention while maintaining respect and dignity for all.
• Identify training needs and ensure training is provided in assigned responsibilities. Review effectiveness of current training programs, and make recommendations to management for enhancement of existing training and addition of new programs.
• Direct staff in the handling of member service issues; and resolve elevated service issues, including, but not limited, to conflicts, special service needs, member dissatisfaction, and adverse service conditions.
• Interview, screen and hire team members as replacements or additions to staff, as well as direct promotions and terminations. Review requests for changes in staffing and forward to next appropriate approval level.
• Prepare and conduct performance appraisals. Commend employee progress and/or take appropriate corrective action designed to improve performance or to correct failures in order to meet Club and departmental standards. Ensure compliance with appropriate Club and legal requirements.
• Analyze current operating activities, and report to management as requested. Participate in organized committees for the purpose of recommending changes in operating methods, business plans and training curriculum.
• Supervise employees’ compliance with Club policy, Safety procedures, Federal and State labor laws, including, but not limited to, payroll and attendance, and approve necessary reports in compliance with those laws. Assist subordinates with administration of various employee benefits and services programs.
• Support organizational commitment to on-going leadership development through annual completion of “Leadership Development Units” including, but not limited to, live call taking, development, training and maintaining local contingency and disaster-readiness plans for any emergency affecting office operations, computer systems, member service or employee safety.
• Work is performed under only minimal supervision 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:
• Determines suitability of internal applicants for purpose of promotions based on established criteria.
• Initiates training and coaching to create desired employee performance and behavior, and provides feedback with respect to employee responsiveness to additional training/coaching or if additional measures are needed.
• Translates, guides and motivates the Club’s culture and values into day-to-day activities and behaviors.
• Participates in organized committees or special projects for the purpose of recommending changes in operating methods or business plan.
• Resolves escalated member service issues, which may include special service needs, payment issues, contract station obligations, member dissatisfaction, and adverse service conditions.

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

Scope

• Work is accomplished with limited direction. Determines and develops approach to solutions. Work is evaluated upon completion to ensure objectives have been met.
• Provides resolution to a diverse range of recognizable complex problems. Analysis is required to identify root cause. Uses judgment within defined boundaries to develop alternate solutions, both long and short term. Problem/Task resolution timeframe: Inclusive of shorter timeframes, but typically the majority of tasks take three to six months to resolve.
• Plans and arranges own work, refers only unusual cases to supervisors or others.
• This position manages/supervises people 6-20 None
• Failure to obtain results or erroneous judgments or recommendations would normally have serious results and may require substantial expenditure of resources to correct and/or achieve goals.
• Contacts are frequently inter-organizational and outside customer/vendor interactions. Part of a team who represents the organization. Monitors activities and communicates information across the organization

The starting pay range for this position is:

$66,560.00 – $76,300.00

Additionally, for full time positions, you will be eligible to participate in our incentive program based upon the achievement of organization, team and personal performance.

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Remarkable benefits:

• Health coverage for medical, dental, vision
• 401(K) saving plan with company match AND Pension
• Tuition assistance
• PTO for community volunteer programs
• Wellness program
• Employee discounts

Auto Club Enterprises is the largest federation of AAA clubs in the nation. We have 14,000 employees in 21 states helping 17 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 1902, 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

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). 

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