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Call Center Operations Manager

2 months ago

Independence, Ohio, United States American Automobile Association Full time
Job Summary

We are seeking a highly skilled and experienced Call Center Supervisor to join our team at the American Automobile Association. As a Call Center Supervisor, you will be responsible for leading a team of customer service representatives and ensuring that our members receive exceptional service.

Key Responsibilities
  • Team Leadership: Supervise and train a team of customer service representatives to ensure they have the skills and knowledge to provide excellent service to our members.
  • Operational Management: Plan, schedule, and coordinate the daily activities of the Call Center to ensure efficient and effective service delivery.
  • Customer Service: Resolve escalated customer complaints and issues in a professional and timely manner.
  • Performance Management: Monitor and analyze team performance, identifying areas for improvement and implementing strategies to enhance service quality and efficiency.
Requirements
  • Leadership Experience: Proven experience in supervising and leading a team of customer service representatives.
  • Operational Knowledge: Working knowledge of computer-aided dispatch operations and customer relationship management systems.
  • Problem-Solving Skills: Ability to analyze and resolve complex customer complaints and issues.
  • Communication Skills: Excellent verbal and written communication skills, with the ability to effectively communicate with customers, team members, and management.
  • Education: Post-secondary education or equivalent experience in a related field.
Benefits
  • Competitive Salary: A competitive salary and benefits package, including medical, dental, and vision insurance.
  • Professional Development: Opportunities for professional growth and development, including training and education programs.
  • Work-Life Balance: A supportive work environment that promotes work-life balance and employee well-being.