Call Center Supervisor

AAA; Pittsburgh (Allegheny County); On-site; USD 52,000 - 70,000; Full time

Benefits offered by this job

Health coverage

401(K) matching

Tuition assistance

Volunteer time off

Parental leave

Wellness programs

Employee discounts

Job summary

AAA East Central seeks a Call Center Supervisor to lead the Dispatch Call Center from our Pittsburgh headquarters. This in-office role manages daily activities on the assigned shift, plans schedules, and directly supervises staff to ensure high-quality customer service.

The shift runs from 2:30pm to 11:00pm, with responsibilities including workload monitoring, prioritization, and issue resolution. The candidate will supervise training, use computer-aided dispatch tools, and communicate

Job description

Call Center Supervisor

AAA East Central has an in-office opportunity for a Dispatch Call Center Supervisor based out of the headquarters office in Pittsburgh, PA. The shift for this position is 2:30pm - 11:00pm.

If you are a career-minded, service driven professional looking to join a fast-paced organization then you have come to the right place. AAA is a member service organization affiliated with the national AAAnetwork. With offices across the U.S., we’re united by common mission and common values of excellent member service. With a constantly growing membership, we are always welcoming dedicated professionals looking to challenge themselves and build a career within our dynamic organization. You will find that being part of a very successful team is extremely rewarding.

What you can expect:

• Plans, schedules and directly supervises the daily activities and operations of the Call Center on assigned shift and performs various administrative functions to ensure customer satisfaction.

• Monitors workloads and assignments, changes priorities and schedules as needed to assure customer service calls are completed in an efficient and timely manner as measured by customer satisfaction standards.

• Resolves escalated service issues.

What you should bring:

• Previous supervisory experience and demonstrated ability to supervise and train employees, to include organizing, prioritizing, and scheduling work assignments.

• Working knowledge of computer-aided dispatch operations.

• Ability to analyze and solve problems.

• Ability to multi-task and work in a fast-paced environment.

• Strong interpersonal skills and the ability to work effectively with a wide range of customers, adapting style to meet business needs.

• Ability to drive issues through to resolution; highly professional and business-like in communications and interactions with internal staff and external customers.

• Demonstrated ability to communicate effectively, both orally and in writing.

• Ability to make sound and effective administrative or procedural decisions and judgments.

• Knowledge of geographic area and the ability to read maps.

• Post-secondary course work or education preferred with at least 3 years of work related to job responsibilities.

Remarkable benefits:

• Health coverage for medical, dental, vision
• 401(K) saving plans with company match
• Tuition assistance
• Floating holidays and PTO for community volunteer programs
• Paid parental leave
• Wellness programs
• Employee discounts (membership, insurance, travel, entertainment, services and more!)

Auto Club Enterprises is the largest club within the national AAA federation. We have nearly 17,000 employees in 24 states helping more than 18 million members. The strength of our organization is our employees. Bringing together and supporting different cultures, backgrounds, personalities, and strengths creates a team capable of delivering legendary, lifetime service to our members. When we embrace our diversity – we win. All of Us! With our national brand recognition, long-standing reputation since 1900, and constantly growing membership, we are seeking career-minded, service-driven professionals to join our team.

Through dedicated employees we proudly deliver legendary service and beneficial products that provide members peace of mind and value.”

AAA is an Equal Opportunity Employer

Our organization participates in E-Verify