Call Center Team Leader & Operations Coach

AAA Auto Club Enterprises; Pittsburgh (Allegheny County); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

Health coverage

401(k) with company match

Tuition assistance

Floating holidays and PTO

Paid parental leave

Wellness programs

Employee discounts

Job summary

Auto Club Enterprises, a prominent member services organization, seeks a Team Manager responsible for people, operations, and project management of the work group. This role drives strategic business plan achievement, member satisfaction, and productivity while fostering a continuous learning environment for staff.

The position may step in for the Team Manager during absences. The role emphasizes coaching, process improvement, and leadership to maintain high employee satisfaction and service

Qualifications

• Bachelor's degree or equivalent combination of education and experience.
• 4-6 years call center customer service experience.
• Professional verbal and written communication skills.
• General management, organizational and time management skills.
• Knowledge of call center management applications and workforce software.
• Proven coaching, interpersonal, and leadership abilities.
• Travel for seminars and meetings; on-call availability.

Responsibilities

• Coach and develop team members to improve service and retention.
• Identify training needs and liaison with management for program updates.
• Direct staff in handling member service issues and resolve escalations.
• Interview, screen and hire team members and manage staffing changes.
• Prepare and conduct performance appraisals and enforce standards.
• Analyze operating activities and participate in committees for process improvements.
• Supervise policy compliance, safety procedures, and legal requirements.
• Support leadership development and contingency planning.

Skills

Leadership

Coaching

Communication

Team building

Negotiation

Education

Bachelor's degree or equivalent

Tools

Call center software

Workforce management

Reporting tools

Job description

Auto Club Enterprises, a prominent member services organization, seeks a Team Manager responsible for people, operations, and project management of the work group. This role drives strategic business plan achievement, member satisfaction, and productivity while fostering a continuous learning environment for staff.

The position may step in for the Team Manager during absences. The role emphasizes coaching, process improvement, and leadership to maintain high employee satisfaction and service