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Supervisor 1, Dispatch Operations

2 months ago

Philadelphia, United States AAA Club Alliance Full time

The Supervisor I, Dispatch Operations will oversee a team of Dispatch Associates who are responsible for communicating with AAA Members, customers, and roadside assistance providers. The Supervisor will collaborate with management to monitor and develop the performance of each Associate. The Supervisor provides leadership, coaching and development to their assigned team ensuring that Dispatch meets or exceeds established metrics, quality and safety goals. The Supervisor handles escalated, non-routine, and sensitive member issues and keeps management informed of outstanding department or team performance issues. This position will work to develop Associates to ensure AAA Members and customers receive exceptional service in a manner that supports the long-term profitability of the enterprise and results in totally satisfied customers.

The primary duties of the Supervisor I, Dispatch Operations are to:

  • Accountable to ensure Priority, unspotted and KMI (Keeps Member Informed) calls are managed, and Members are kept informed of their call status as appropriate. Ensures Associates deliver on Member requests for roadside service assistance.
  • Ensures Associates handle Member interactions effectively and with empathy for the situation keeping in mind at all time Member safety.
  • Directly handles escalated/sensitive/high risk Member, Associate interactions and situations as required either through direct Supervisor Queue or as circumstances require.
  • Ensures regular review and updating of PTA settings. This includes providing oversight to of calls aging, unspotted calls and ensures PTA adjustments are managed
  • Plan, manage and monitor daily teamwork flow; manage resources to ensure all incoming and outgoing work is processed as required producing quality results. Partners with Forecasting & Scheduling to obtain optimized schedules.
  • Participate in interviewing and selection process for team members; conduct employee counseling sessions and disciplinary sessions; participate and recommend action regarding all other associate issues.
  • Implement Associate development plans including, but not limited to, scheduled weekly/monthly Team Coaching, cross training of staff, procedural review and enhancement, and identification of areas of opportunity for performance and process improvement.
  • Write performance appraisals, conduct performance evaluations, and establish and monitor individual and team goals in conjunction with AAA Club Alliance's strategic and business plans.
  • Provide backup assistance to team members as necessary; perform other duties and responsibilities, including special projects, as required.
  • Ability to work independently, prioritizes work, and handles simultaneous assignments with success and accuracy
  • Provide update reports by shift/hour/day as necessary.
  • Interpret and explain policies to peers and/or members as needed.
  • Professionally represent the business line as needed.
  • Practice and promote Shared Values amongst peers.
  • Perform other related duties as assigned.
Minimum Qualifications
  • Education level of at least a high school diploma, bachelor's degree preferred or commensurate work experience.
  • 2+ years of experience in a high-volume contact center and/or dispatch environment
  • 5+ years of customer service experience
  • 1+ year of experience as a supervisor or team lead in contact center environment
  • Excellent communication and interpersonal relations skills
  • Strong written and oral communication skills
  • Intermediate level of proficiency with Microsoft Office (Outlook, Excel, Word, PowerPoint, Visio)
  • Ability to multi-task, this includes ability to understand multiple products and multiple levels of benefits within each product
To the qualified candidate, we offer:
  • A competitive salary depending on experience.
  • Annual Merit Increase Eligibility
  • Nearly 4 weeks of Paid Time Off during the first year
  • 401(k) plan with company match up to 7%,
  • Medical, Dental, Prescription, and Vision Coverage
  • Wellness and Health Advocate Programs
  • Life Insurance, and Flexible Spending Accounts
  • Complimentary AAA Premier Membership

Work Schedule:
Monday, Wednesday, Thursday, Friday, Saturday 3:00pm to 11:00pm

Days off: Sunday and Tuesday

AAA Club Alliance (ACA) is an equal opportunity employer.

Our investment in Diversity, Equity, and Inclusion:

At ACA, we are committed to cultivating a welcoming and inclusive workplace of team members with diverse backgrounds and experiences to enable us to meet our goals and support our values while serving our Members and customers. We strive to attract and retain candidates with a passion for their work and we encourage all qualified individuals, regardless of race, color, gender, identity, veteran status, sexual orientation, physical ability or national origin, to apply.

Job Category:
Dispatch