Call Center Operations Leader

AAA Auto Club Enterprises; Coppell (TX); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Health coverage

401(k) matching

Tuition assistance

Floating holidays

Paid time off (PTO)

Parental leave

Wellness programs

Employee discounts

Job summary

AAA Auto Club Enterprises in Coppell, TX seeks an experienced Call Center Operations Manager to lead people, operations, financials, and projects for the working group. You will develop office business plans to meet member and insured needs, ensuring courteous, efficient service in line with corporate objectives and department procedures.

You will collaborate with Site Manager, Operations Manager, and Group Manager to implement strategies, manage budgets, and drive initiatives that enhance

Qualifications

• Bachelor's equivalent combination of education and experience.
• 7-9 years Call center customer service. Required
• Professional verbal and written communication skills required.
• General management, organizational and time management skills required.
• Proven effectiveness to negotiate and resolve complaints on an escalated level.
• Knowledge of call center management applications, industry standards/requirements, automatic call distribution technology, workforce management software, service quality assurance programs, and industry best practices.
• Current knowledge of Human Resources practices (wage and hour, labor law, etc.) required.
• Proficiency with Microsoft Office software, including Outlook, Word, PowerPoint, Excel and Access required.
• Travel for seminars and meetings and participating on various committees is required, as well as the ability to be on call and available 24 hours a day, seven days a week.
• Valid Driver's License, acceptable Department of Motor Vehicles record and minimum liability insurance - Issued by State Required

Responsibilities

• Provide coaching and development to supervisory staff to ensure continual education and enrichment.
• Provide leadership, direction, and oversight to Team Supervisors.
• Work with Site Manager to develop and implement local strategies and business plans designed to improve service delivery and member satisfaction in the most cost-effective manner.
• Prepare operating expense budgets, monthly reconciliation/variance, and expense forecasts for assigned section.
• Conduct corrective counseling of employees designed to improve employee performance or to correct failures to meet Club and departmental standards.
• Analyze service levels, trends, forecasts, staffing, and suggestions from employees, and other Club personnel, etc., to ensure a high standard of member service.
• Establish and maintain working relationships with other business units and vendors that foster achievement of corporate objectives.
• Interview, screen, and hire supervisors as replacements or additions to staff, as well as direct promotions and terminations.
• Maintain knowledge of and determine future needs for call center management systems, call volume, trends, and staffing requirements.
• Work is performed with only minimal guidance and requires extensive knowledge in established call center practices, techniques and methods.
• Recognizes constantly changing nature of call center environment and prepares employees to meet demands.
• Determines staffing levels to balance member service goals and productivity.
• Manages turnover through recruiting, hiring, and training.
• Ensures management prepared to invoke contingency plans quickly when problems occur.
• Determines suitability of applicants for promotion to supervisor.
• Consults with senior management on an enterprise basis to resolve call center issues.

Skills

Verbal communication

Written communication

General management

Time management

Negotiation

Call center software

HR knowledge

MS Office

Travel readiness

Driver's license

Education

Bachelor's equivalent

Tools

ACD technology

Workforce management software

MS Office (Outlook/Word/PowerPoint/Excel/Access)

Job description

AAA Auto Club Enterprises in Coppell, TX seeks an experienced Call Center Operations Manager to lead people, operations, financials, and projects for the working group. You will develop office business plans to meet member and insured needs, ensuring courteous, efficient service in line with corporate objectives and department procedures.

You will collaborate with Site Manager, Operations Manager, and Group Manager to implement strategies, manage budgets, and drive initiatives that enhance