Claims Call Center Manager

3 days ago


Coppell, Texas, United States American Automobile Association Full time

Job Summary:

This position ensures effective service to members 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.

Key Responsibilities:

  • Provide coaching and development to team members to ensure continual education and enrichment.
  • Foster an understanding of immediate service issues to maintain total member satisfaction.
  • Communicate with team members through individual and group meetings, encouraging employees to support culture and values, embrace changes, and discuss current policies, procedures, objectives, and goals.
  • Create an operating environment conducive to high employee satisfaction, development, growth, and retention while maintaining respect and dignity for all.
  • Identify training needs and ensure training is provided in assigned responsibilities.
  • Review effectiveness of current training programs and make recommendations to management for enhancement of existing training and addition of new programs.
  • Direct staff in the handling of member service issues, resolve elevated service issues, including conflicts, special service needs, member dissatisfaction, and adverse service conditions.
  • Interview, screen, and hire team members as replacements or additions to staff, direct promotions, and terminations.
  • Review requests for changes in staffing and forward to next appropriate approval level.
  • Prepare and conduct performance appraisals, commend employee progress, and/or take corrective action designed to improve performance or correct failures.
  • Ensure compliance with Club and legal requirements.
  • Analyze current operating activities and report to management as requested.


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