Shift Supervisor

Position Summary :

Plans, schedules, and directly supervises the daily activities and operations of the Call Center and performs various administrative functions to ensure customer satisfaction.

Monitors workloads and assignments, changes priorities and schedules as needed to assure calls are completed in an efficient and timely manner as measured by customer satisfaction standards.

Resolves escalated service issues.

Schedule and Location :

This position will be located in either Independence, OH or Pittsburgh, PA in the East Liberty office. Relocation opportunities are available.

Must be available to work in office from 12pm to 8pm Monday-Friday and alternating Saturdays from 8am to 5pm.

Responsibilities :

1. Directly supervises the activities of all call center personnel, ensuring that service satisfaction levels and productivity standards are achieved and maintained by each individual through monitoring and coaching of Call Center personnel.

2. Plans, organizes, coordinates, schedules, assigns, disciplines, and evaluates the work of staff. Advises assists and trains personnel as necessary.

Participates in the selection of new employees and makes recommendations regarding the hiring and termination of personnel.

3. Ensures effective communication of all procedural changes, goals, training, and technical adjustments. Conducts departmental staff meetings and provides information updates to staff in a timely and professional manner.

4. Supervises and participates in the timely resolution of all member service complaints. Courteously contacts members to investigate and resolve all issues.

6. Recommends, implements, and administers methods and procedures to improve processes, enhance operations and promote all local and National AAA initiatives.

7. Works evenings, holidays and weekends as scheduled or otherwise required.

8. Performs miscellaneous job-related duties as assigned.

Scope and Impact :

Directly supervises 25-30 employees 2. Manages the flow of 2000-3000 calls daily

Education, experience and / or Skills

1. Post-secondary coursework or education preferred with at least 3 years of work experience in a call center environment.

2. Previous supervisory experience and demonstrated ability to supervise and train employees, to include organizing, prioritizing, and scheduling work assignments.

3. Working knowledge of computer operations, phone systems : Avaya preferred. Working knowledge of call center scheduling software.

4. Ability to analyze and solve problems.

5. Ability to multi-task and work in a fast-paced environment.

6. Strong interpersonal skills and the ability to work effectively with a wide range of customers, adapting style to meet business needs.

7. Ability to drive issues through to resolution; highly professional and business-like in communications and interactions with internal staff and external customers.

8. Demonstrated ability to communicate effectively, both orally and in writing.

9. Ability to make sound and effective administrative or procedural decisions and judgments.

10. Knowledge of geographic area and the ability to read maps.

Benefits :

• Extraordinary medical / dental / vision / life benefits
• 401(k) Savings plan with company match
• Tuition assistance
• PTO for community volunteer programs
• Wellness program
• Employee discounts (membership, insurance, travel, entertainment, services and more!)

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

Last updated : 2024-05-25