Agency Call Center Supervisor

Agency Call Center Supervisor
This position supervises insurance Call Center employees and is responsible for the day-to-day operations in achieving performance objectives including the delivery of all insurance products and services, internal operational controls, and service quality.
Responsibilities:

• Provide high quality agent coaching to ensure proper understanding of products and services, compliance in Club policies, and delivery of legendary customer service.
• Equip team members with development opportunities to achieve monthly and annual goal objectives.
• Leverage service quality, growth, and efficiency metric reports to identify areas of opportunity to enhance agent performance and drive achievement of department/corporate goals.
• 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.
• Foster an operating environment conducive to high employee satisfaction, development, and retention.
• The position may assume responsibility for all service and operational activities in a Team Manager's absence.

Qualifications:

• Four-year college degree or equivalent combination of education and work experience preferred.
• P&C Licensed required.
• Three to five years of experience in the Call Center customer service environment preferred.
• Previous experience managing work teams preferred.
• Proven ability to achieve high service quality results in conjunction with meeting productivity requirements preferred.
• 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.
• Advanced competency in various training skills: Membership, Auto and Home Insurance products and Insurance Licensing.
• Proficient in Microsoft Office software products (Outlook, Word, Excel, and PowerPoint).
• Must complete and maintain necessary certificates/licenses as required.

The starting pay range for this position is:
$64,480.00 - $73,800.00
Additionally, you will be eligible to participate in our incentive program based upon the achievement of organization, team and personal performance.
Remarkable benefits:
• Health coverage for medical, dental, vision
• 401(K) saving plan with company match AND Pension
• Tuition assistance
• PTO for community volunteer programs
• Wellness program
• Employee discounts
The Automobile Club of Southern California is part of the largest federation of AAA clubs in the nation. We have 14,000 employees in 21 states helping 17 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 1902, 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
The Automobile Club of Southern California will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable federal, state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.