Call Center Supervisor

ECAAA AAA East Central; Pittsburgh (Allegheny County); On-site; USD 65,000 - 90,000; 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

Auto Club Enterprises in Pittsburgh, PA seeks a Call Center Supervisor to lead the team, manage operations, and drive project performance while ensuring member satisfaction and productivity.

This role coaches staff, aligns with policies, delivers training, handles escalations, hires/promotes, and ensures compliance with laws and club standards.

Qualifications

• Bachelor-level education or equivalent with 4-6 years in call center customer service.
• Strong verbal and written communication skills.
• General management, organizational, and time management abilities.
• Ability to negotiate and resolve escalated complaints.
• Knowledge of call center management applications and industry standards.

Responsibilities

• Coach and develop team members to ensure ongoing education.
• Address immediate service issues to maintain member satisfaction.
• Lead team meetings to align with policies, objectives and goals.
• Create a high-satisfaction environment with growth and retention.
• Identify training needs and implement programs.
• Review and improve training programs.
• Handle elevated member service issues and conflicts.
• Hire and promote team members as needed.
• Ensure compliance with laws and club policies.
• Support leadership development and contingency planning.

Skills

Coaching and development

Verbal and written communication

Leadership

Call center operations

Employee relations

Education

Bachelors Equivalent combination of education and experience

Tools

Call center software

Automatic Call Distribution (ACD)

Workforce management software

Quality assurance programs

Job description

Call Center Supervisor Job Summary

This position ensures effective service to members/insureds 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. In addition, this position sustains a continuous learning environment for the working group to gain job knowledge, customer service skills, and maintain a safe working environment. The position may assume responsibility for all service and operational activities in the Team Manager's absence.

Job Duties

• 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, as well as to encourage discussion on 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; and resolve elevated service issues, including, but not limited, to conflicts, special service needs, member dissatisfaction, and adverse service conditions.
• Interview, screen and hire team members as replacements or additions to staff, as well as 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 appropriate corrective action designed to improve performance or to correct failures in order to meet Club and departmental standards.
• Ensure compliance with appropriate Club and legal requirements.
• Analyze current operating activities, and report to management as requested.
• Participate in organized committees for the purpose of recommending changes in operating methods, business plans and training curriculum.
• Supervise employees’ compliance with Club policy, Safety procedures, Federal and State labor laws, including, but not limited to, payroll and attendance, and approve necessary reports in compliance with those laws.
• Assist subordinates with administration of various employee benefits and services programs.
• Support organizational commitment to on-going leadership development through annual completion of “Leadership Development Units” including, but not limited to, live call taking, development, training and maintaining local contingency and disaster-readiness plans for any emergency affecting office operations, computer systems, member service or employee safety.
• Work is performed under only minimal supervision and requires extensive knowledge in established call center practices, techniques and methods.
• Work regularly requires the exercise of discretion and independent judgment in areas such as: Determines suitability of internal applicants for purpose of promotions based on established criteria.
• Initiates training and coaching to create desired employee performance and behavior, and provides feedback with respect to employee responsiveness to additional training/coaching or if additional measures are needed.
• Translates, guides and motivates the Club’s culture and values into day-to-day activities and behaviors.
• Participates in organized committees or special projects for the purpose of recommending changes in operating methods or business plan.
• Resolves escalated member service issues, which may include special service needs, payment issues, contract station obligations, member dissatisfaction, and adverse service conditions.

Qualifications

• Bachelors Equivalent combination of education and experience 4-6 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.
• Demonstrate strong coaching, interpersonal, and effective presentation skills.
• Demonstrate leadership ability to motivate a group of employees towards a desired result.
• 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 Travel Requirements Occasional travel to off-site business meetings or conferences. (5% proficiency)

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

For more than a century, AAA has been synonymous with trust, dependability, quality, and innovation. It's our mission to provide our growing membership with the legendary service we are famous for, and we welcome committed professionals ready to challenge themselves in a dynamic industry. AAA would not exist without the millions of members who give us their loyalty, or our employees whose mission it is to give those members world-class service.

What else do we offer? Stability. Growth. Commitment to an exciting future for both you and our members.