Call Center Supervisor MSC

Call Center Supervisor MSC

Job Summary
The Membership Services Supervisor ensures effective service to members and is responsible in the managing of people as well as in overseeing operations, projects, and activities impacting the business unit. This position supervises membership services call center employees and is responsible for the day-to-day operations in achieving performance objectives including the delivery of all membership products and services, internal operational controls, and service quality. The position may assume responsibility for all service and operational activities in a Team Manager's absence.

Job Duties

- Supervise, coach, develop and motivate membership services call center employees in the delivery of legendary customer service, compliance in Club policies and the proper understanding of products and services. Conduct regular call calibrations with each employee to identify best practices as well as opportunities to ensure first call resolution and that high quality service is provided through proper processing of membership changes in accordance with membership and premium accounting guidelines and by providing accurate information to our members. Develop employee skills in educating our members about our products and services and ensure employees are offering the right product to the right member at the right time. Drive the achievement of service quality, growth, and efficiency goals, including revenue goals if applicable, by leveraging metric reports to identify areas of opportunity to enhance agent performance. Communicate with team members through individual and group meetings, encouraging employees to support ACE culture and values, embrace changes, as well as to encourage discussion on current policies, procedures, objectives, and goals. Manage employee development and retention by fostering an operating environment conducive to high employee satisfaction.
- Resolve elevated service issues, including, but not limited to, conflicts, special service needs, member dissatisfaction, and adverse service conditions and direct staff in the proper handling of member service issues. Acknowledge immediate service issues and respond decisively to maintain total member satisfaction and resolve member needs on initial contact. Assume escalated member calls when necessary to immediately resolve issues. Provide necessary coaching and resources to team members to help mitigate future member escalations. Assist with the department’s Escalation Line and Help Lines when scheduled. Manage employees’ adherence to their daily schedule to ensure daily staffing requirements are met and member calls are handled in a timely manner. Coordinate closely with Workforce Management to ensure agent offline activities are scheduled and accounted for in the development of staffing forecasts.
- Direct team members to ensure they are current on membership product updates, Premium Accounting guideline changes, Membership guideline changes, and system/technology enhancements. Serve as a subject matter expert in membership products. Evaluate employee performance and training needs. Review effectiveness of current training programs and make recommendations to management for enhancement of existing training and the addition of new programs. Foster team members’ growth and development by identifying opportunities for advanced training, skill enhancement or promotion. 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. Deliver terminations, when deemed necessary.
- Mentor and coach new employees in training while calibrating with onboarding supervisors and management. Provide increased attention to new employees and anticipate their needs. Identify soft skill concerns, knowledge gaps, and system issues immediately to ensure successful habits are built. Provide support in conducting candidate interviews and making hiring recommendations as needed. Provide support to all department team members in cases of management absence.
- Analyze and report on various operating activities as requested. Participate in organized committees for the purpose of recommending changes in operating methods, business plans, and training curriculum. Determine service trends and attend various upper management meetings with other business units to report service quality behaviors, staff performance, and action items.
- Conduct appropriate audits and procedural examinations to ensure 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. Proactively investigate and communicate with Human Resources regarding employee relations matters. Assist staff with administration of various employee benefits and service programs.
- Support organizational commitment to on-going leadership development through annual completion of compliance courses related to Wage and Hour laws, legal requirements and employee safety. Complete additional leadership development courses as needed or required. Ensure compliance with local contingency and disaster-readiness plans for any emergency affecting office operations, computer systems, member service or employee safety.
- Work requires extensive knowledge in established call center practices and coaching techniques. Makes decisions in order to balance corporate needs with member satisfaction while holding matters in context and maintaining proper precedent. Work commonly requires the exercise of discretion and independent judgment such as:
- Initiates training and coaching to create desired employee performance and behavior, and provides feedback with respect to employee responsiveness to additional or alternative training/coaching.
- Resolves escalated member service issues, which may include special service needs, payment issues, contract station obligations, member dissatisfaction, and adverse service conditions.
- Determine suitability of internal applicants for purpose of promotions based on established criteria.

Qualifications

- Bachelors Equivalent combination of education and experience
- 4-6 years Member Service Center Required
- Must be highly motivated and able to work independently with minimal supervision.
- Possess a personal and professional drive to succeed, embrace an enterprising spirit, and perform sound judgment.
- 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 organization best practices.
- Comprehensive knowledge and experience with various Club systems required: MRM Portal, TripTik Planner, Apollo/Galileo, Travel Portal and DCS.
- Advanced competency in various training skills: Membership, Automotive Services, DMV, Auto Travel, Auto Club Driving School and Reservations.
- Demonstrate strong coaching, interpersonal, and effective presentation skills. Demonstrate leadership ability to motivate a group of employees towards a desired goal.
- Current knowledge of Human Resources practices (wage and hour, labor law, etc.) required.
- Proficient in Microsoft Office software products (Outlook, Word, Excel, and PowerPoint).
- Travel for training 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.

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 AND Pension

•    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