Call Center Supervisor

Call Center Supervisor

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.

Position typically oversees and is responsible for a team of 10-15 employees; this includes oversight of performance trends for direct/indirect reports.  Additionally, many decisions must be made after hours and on weekends when the benefit of consulting with management is not always available.  During these non-traditional work hours, they assume the final authority for operations, service, personnel and vendor issues. 

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

Education

Typically requires a 4-year college degree or equivalent combination of education and work experience.

Experience

Position typically requires a 3-5 years experience in the call center customer service environment.  Previous experience managing supervisors and work teams preferred.  Proven ability to achieve high service quality results in conjunction with meeting productivity requirements preferred.

Knowledge/Skills/Competencies

• 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. 

Special

Valid driver license, acceptable Department of Motor Vehicle record, and minimum limits of automobile liability insurance 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. 

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

The Automobile Club of Missouri is part of 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