Supervisor, Call Center Operations (remote)
Supervisor, Call Center Operations (remote)
AAA Northeast
West Springfield, MA
Job ID : 2f67505a53335a347856647a79512b4e54773d3d
Job Description :
Overview:
Supervising the activities of assigned staff, the incumbent ensures that AAA policies, practices and procedures are followed; ensures adequate staff coverage at all times, coordinates employee lunch and break schedules to meet department staffing needs; alerts the manager of any staffing problems and makes decisions to assure necessary coverage.
Makes decisions and resolves problems, using AAA's Five Diamond service standards in the handling of unique circumstances and member complaints; assists staff in resolving member problems; advises members of AAA policies and utilizes all available resources to provide positive alternatives to resolving conflicts; authorizes expectations to such policies.
During specified time periods, is responsible and accountable for achieving telephone speed of answer and service response time targets.
Interviews, makes hiring recommendation, trains, and evaluates the performance of call counselors and dispatchers; instructs subordinates on new and revised policies and procedures.
Recognizes and assesses equipment malfunctions; determines the magnitude of the problem; communicates information to the appropriate person; implements contingency measures when required. Adheres to building security procedures, ascertaining that only authorize staff are admitted into the building.
Uses available report data and computer printouts to monitor performance of subordinates and provide feedback on a consistent basis.
Teams with the ERS field staff to ensure that targeted response time goals are achieved; teams with other ERS supervisors to analyze and improve upon ERS service delivery.
Monitors compliance to AAA five Diamond service standards, ensuring that subordinates maintain a professional and courteous manner in all member contacts. Monitors dispatchers to ensure maximum use of AAA vehicles and provision of timely service to members.
Assists the Manager in formulating and recommending changes in policy and procedure and in setting department and individual productivity goals.
Responsible for working safely and overseeing safety policies and procedures that affect employees on the job.
Performs other related job duties as needed. Performs job duties according to department policies, procedures and practices.
Other duties as assigned.
Salary range: $47,000 - $57,500 per year
Qualifications:
Associates degree required or 3-4 Years of additional relevant work experience
Experience:
Supervisory experience preferred
Skills:
Supervisory abilities
Communication skills with the ability to develop and maintain a team atmosphere
Ability to remain calm under pressure
Organizational skills
Ability to adapt to changing priorities and conditions / handle multiple tasks simultaneously
Problem solving skills
Intermediate computer knowledge with current software applications
AAA Northeast is driven by the diverse talents, skills, passions and expertise of our team. We’re continuously expanding and redefining our innovative products and services to create the best experiences for our members. As we continue to grow, our mission remains the same: helping and serving is a way of life. It’s why we’ve earned the trust of millions, and why AAA Northeast has remained a resilient and reliable brand for over a century.
Eligible applicants must live within the AAA Northeast footprint to be considered for work from home opportunities. This includes RI, MA, CT, NY & NJ. You have applied to a work from home position, and as such, you will be required to meet specific work from home requirements to support the business needs of AAA. This includes high speed internet access with minimum internet speed requirements.
Under general direction, plans, organizes, directs, and monitors the daily work activities of a group of employees who respond to calls and arrange emergency road service for AAA members. Using independent judgement, makes decisions which affect member satisfaction and exercises authority to resolve problems.
Responsibilities:Supervising the activities of assigned staff, the incumbent ensures that AAA policies, practices and procedures are followed; ensures adequate staff coverage at all times, coordinates employee lunch and break schedules to meet department staffing needs; alerts the manager of any staffing problems and makes decisions to assure necessary coverage.
Makes decisions and resolves problems, using AAA's Five Diamond service standards in the handling of unique circumstances and member complaints; assists staff in resolving member problems; advises members of AAA policies and utilizes all available resources to provide positive alternatives to resolving conflicts; authorizes expectations to such policies.
During specified time periods, is responsible and accountable for achieving telephone speed of answer and service response time targets.
Interviews, makes hiring recommendation, trains, and evaluates the performance of call counselors and dispatchers; instructs subordinates on new and revised policies and procedures.
Recognizes and assesses equipment malfunctions; determines the magnitude of the problem; communicates information to the appropriate person; implements contingency measures when required. Adheres to building security procedures, ascertaining that only authorize staff are admitted into the building.
Uses available report data and computer printouts to monitor performance of subordinates and provide feedback on a consistent basis.
Teams with the ERS field staff to ensure that targeted response time goals are achieved; teams with other ERS supervisors to analyze and improve upon ERS service delivery.
Monitors compliance to AAA five Diamond service standards, ensuring that subordinates maintain a professional and courteous manner in all member contacts. Monitors dispatchers to ensure maximum use of AAA vehicles and provision of timely service to members.
Assists the Manager in formulating and recommending changes in policy and procedure and in setting department and individual productivity goals.
Responsible for working safely and overseeing safety policies and procedures that affect employees on the job.
Performs other related job duties as needed. Performs job duties according to department policies, procedures and practices.
Other duties as assigned.
Salary range: $47,000 - $57,500 per year
Education/Licenses/Certifications:
Associates degree required or 3-4 Years of additional relevant work experience
Experience:
Supervisory experience preferred
Skills:
Supervisory abilities
Communication skills with the ability to develop and maintain a team atmosphere
Ability to remain calm under pressure
Organizational skills
Ability to adapt to changing priorities and conditions / handle multiple tasks simultaneously
Problem solving skills
Intermediate computer knowledge with current software applications
AAA Northeast is driven by the diverse talents, skills, passions and expertise of our team. We’re continuously expanding and redefining our innovative products and services to create the best experiences for our members. As we continue to grow, our mission remains the same: helping and serving is a way of life. It’s why we’ve earned the trust of millions, and why AAA Northeast has remained a resilient and reliable brand for over a century.
Company Details :
Name : AAA Northeast
Headquarter : Providence, RI
Revenue : Unknown / Non-Applicable
Size : 1001 to 5000 Employees
Type : Company - Private
Primary Industry : Membership Organizations
Sector Name : Management & Consulting
Year Founded : 1902
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Details
: West Springfield, MA
: 47000 - 57500 USD ANNUAL
: Today
