Call Center Operations Manager

1 week ago


Portland, Maine, United States American Automobile Association Full time
Job Summary

We are seeking a highly skilled Call Center Supervisor to lead our Emergency Roadside Service team. As a key member of our operations team, you will be responsible for managing day-to-day call center operations, including call volume monitoring, human resources management, and employee development.

Key Responsibilities
  • Manage call center operations, including call volume monitoring and human resources management to meet service standard goals in real-time.
  • Lead a team of 10-15 direct reports, providing ongoing feedback and coaching to ensure high levels of performance and customer satisfaction.
  • Perform administrative duties, including analyzing call data, posting performance results, and completing staffing schedules.
  • Work closely with sister departments to deliver exceptional customer service and member satisfaction.
  • Stay up-to-date on AAA NNE software applications, policies, and procedures to effectively instruct and communicate with employees, members, and external facilities/contractors.
  • Identify and report any malfunctioning equipment, outdated resource materials, or unsafe work conditions that may impact job performance or departmental responsibilities.
Requirements
  • Strong leadership and communication skills.
  • Ability to analyze data and make informed decisions.
  • Excellent problem-solving and conflict resolution skills.
  • Strong knowledge of AAA NNE software applications and policies.
  • Ability to work effectively in a fast-paced environment.
What We Offer
  • Competitive salary and benefits package.
  • Opportunities for professional growth and development.
  • Collaborative and dynamic work environment.
  • Recognition and rewards for outstanding performance.

At American Automobile Association, we are committed to creating a diverse and inclusive work environment that values and respects the contributions of all employees. We are an equal opportunity employer and welcome applications from qualified candidates of all backgrounds.



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