Call Center Leader: Develop Teams, Elevate Member Service

AAA - American Automobile Association; Independence Township (OH); On-site; USD 52,000 - 70,000; Full time

Benefits offered by this job

Health coverage

401(K) matching

Tuition assistance

Floating holidays and PTO

Paid parental leave

Wellness programs

Employee discounts

Job summary

AAA - American Automobile Association is seeking a Call Center Supervisor to lead a team, manage operations, and drive service excellence for members and insureds. You will guide coaching, training, and performance management while ensuring adherence to policies and safety standards.

The role emphasizes strategic execution of the business plan, continuous learning, and effective collaboration with leadership to meet productivity and service goals across the call center.

Qualifications

• Bachelor's or equivalent combination of education and experience with 4-6 years in call center customer service.
• Professional verbal and written communication skills required.
• General management, organizational and time management skills required.
• Ability to negotiate and resolve escalated complaints.
• Knowledge of call center management applications, ACD, workforce management software, QA programs, and best practices.
• Strong coaching, interpersonal, and effective presentation skills.
• Leadership ability to motivate a group toward a desired result.
• Current knowledge of Human Resources practices (wage and hour, labor law) required.
• Proficiency with Microsoft Office software (Outlook, Word, PowerPoint, Excel, Access).

Responsibilities

• Provide coaching and development to team members to ensure continual education and enrichment.
• Foster understanding of immediate service issues to maintain total member satisfaction.
• Communicate with team members through meetings, encouraging discussion on policies, objectives and goals.
• Create an operating environment conducive to high employee satisfaction and retention.
• Identify training needs and ensure training is provided.
• Review training programs and recommend enhancements.
• Direct staff in handling member service issues and resolve escalated cases.
• Interview, screen and hire team members and direct promotions/terminations.
• Review staffing requests and forward for approval.
• Prepare and conduct performance appraisals.
• Ensure compliance with Club and legal requirements.
• Analyze current operations and report to management as requested.
• Participate in committees to recommend changes in methods and plans.
• Supervise compliance with policy, safety procedures, and labor laws.
• Assist subordinates with benefits administration and services programs.
• Support leadership development and contingency planning.
• Work with discretion and independent judgment on staffing decisions.
• Translates Club culture into day-to-day activities.

Education

Bachelor's or equivalent education

Tools

Microsoft Office

Job description

AAA - American Automobile Association is seeking a Call Center Supervisor to lead a team, manage operations, and drive service excellence for members and insureds. You will guide coaching, training, and performance management while ensuring adherence to policies and safety standards.

The role emphasizes strategic execution of the business plan, continuous learning, and effective collaboration with leadership to meet productivity and service goals across the call center.