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Manager / Inbound Call Center / Roadside Assistance

Location: Denver
Posted on: September 13, 2017

Job Description:

Job DescriptionThe primary purpose of all jobs in our organization is to serve our members. This is either done by direct contact with our members or supporting those employees who do. Purpose of Position:Manage and assist Supervisors of the Roadside Assistance Call Center in performing all department functions for the general purpose of providing prompt, efficient service to AAA members that meets or exceed expectations and goals established by AAA Members, AAA Colorado, and AAA National.Primary Job Functions:

  • Oversee the forecasting of staffing needs based on projected call volumes and historical data.
  • Manage departmental systems including but not limited to phone, operations, workforce management, etc.
  • Develop goals, performance guidelines and incentive programs for Call Center staff positions including Member Service Representatives, Supervisors and Member Satisfaction team.
  • Measures staff performance against established goals, performance guidelines and incentive criteria to determine eligibility.
  • Prepares and delivers performance reviews for Supervisors, provides input and approves performance reviews for Call Center line staff.
  • Recruits and hires Call Center Supervisors.
  • Assist with the development and monitor adherence to the department budgets.
  • Ensure resolution of all call center issues and assist with logistic service issues.
  • Oversee the non-AAA Vendor Roadside Assistance Program (RAP).
  • Maintain current knowledge of industry trends and benchmarks in call centers and actively drives customer service improvement strategies.
  • Investigate and resolve member complaints in a timely and courteous manner, promoting member satisfaction and renewal.
  • Support the activities of the Staff Director, Roadside Assistance.Required Skills:
    • Bachelor’s Degree in Operations or Management, or equivalent experience
    • 3-5 years of experience selecting, training, assigning, coaching, and counseling employees.
    • 3-5 years of Contact Center management experience with a focus on process improvement
    • 1-3 years of P&L management experience, preferred.
    • Strong written and verbal communication skills.
    • Strong organizational skills.
    • Ability to operate multiple web-based programs to monitor call center metrics and activities as well as working knowledge of MS Word, Excel and PowerPoint.
    • Proven analytical and problem solving experience, six sigma philosophy preferred.
      • Must have an MVR that complies with AAA policies to drive on company business.CRITICAL COMPETENCIESAbility to Lead ChangeAbility to bring about strategic change, both within and outside the organization, to meet organizational goals. Must possess the ability to establish an organizational vision and to implement it in a continuously changing environment.Ability to Lead PeopleAbility to lead people toward meeting the organization's vision, mission, and goals. Must possess the ability to provide an inclusive workplace that fosters the development of others, facilitates cooperation and teamwork, and supports constructive resolution of conflicts.Results DrivenAbility to meet organizational goals and customer expectations. Must possess the ability to make decisions that produce high-quality results by applying technical knowledge, analyzing problems, and calculating risks.Integrity & TrustSets a foundation of trust and teamwork by conducting himself/herself with forthright behavior and integrityBusiness AcumenAbility to manage human, financial, and information resources strategically.WORK ENVIRONMENT and PHYSICAL DEMANDS Office Environment. Ability to use hands, wrists and fingers to type on keyboard. Ability to talk and listen over the phone and in person. English language fluency. 80% sitting, 20% walking, standing, stooping, bending. 10% business travel and must be able to drive on company businessCompany DescriptionAt AAA Colorado, our mission is to create a culture that nurtures members for life by exceeding their expectations through valuable products and legendary service. We know that this is best achieved by inspiring employees to be innovative, compassionate and confident as they deliver the peace of mind that our members have come to rely upon. You not only make a difference; you ARE the difference.Our club originated in 1922 and today serves more than 625,000 members through retail branches and fleet facilities in more than 11 locations across the state along with a centralized 24/7 call center based at our headquarters in Denver. We provide roadside assistance and battery service, as well as many specialized services such as Insurance, Road-trip planning, Domestic & International Travel, Discount & Reward Programs and Auto Buying to name a few. AAA is a key advocate for issues impacting the traveling public, such as highway safety, road maintenance and related legislation. As a AAA Colorado employee, you will make valuable contributions to our workplace, the lives of our members and the community around you.

        Keywords: , Denver, Manager / Inbound Call Center / Roadside Assistance, Executive, Denver, Colorado

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