Call Center Manager (3Rd Shift)

Eligible applicants must live within the AAA Northeast footprint to be considered for work from home opportunities. This position would be a hybrid role, which means that you will typically spend 3 days of your work week working onsite in Providence, RI and 2 days of your work week working from a remote location. You have applied to a hybrid position, and as such, you will be required to meet specific work from home requirements to support the business needs of AAA. This includes high speed internet access with minimum internet speed requirements.

Work Schedule: Monday-Friday 10:30pm-7:00am

Are you interested in joining a team that is continuously innovating to create the best experiences for members? Would you like to work for a company that has been rated a top employer and best place to work across the Northeast year over year? Do you want to be part of a company that is committed to giving back to the community?
At AAA Northeast, as we continue to grow, our mission remains the same: helping and serving is a way of life. It’s why we’ve earned the trust of millions, and why AAA Northeast has remained a resilient and reliable brand for over a century.
What you will do:

Manage the daily activities in the road service Call Center, overseeing the processing and dispatching of internal service requests. Ensure compliance with all AAA National standards for service quality. Work with Road Service external operations team to establish the most effective servicing protocol and procedures. Identify opportunities to streamline internal operations.

• Manage the daily activities in the Road Service Call Center, overseeing both call receiving and dispatch functions. Analyze workflow demands and establishes staffing levels to ensure National standards for road service delivery are exceeded. Consistently and proactively identifies any repetitive operational or technology concerns and works towards resolution. Work with Director to establish & execute operating procedures which achieve strategic objectives of Road Service.
• Manage the employment process for Road Service Call Center, including hiring, training, and performance management of staff and authorization of personnel and salary actions. Assist in establishing performance standards and goals, ensuring national accreditation requirements are regularly exceeded. This sometimes requires a down-to-the-minute analysis of key objectives.
• Champion Five-Diamond Service to ensure a “Totally Satisfied Member Experience”, and with creativity assists in designing, implementing, and executing employee programs and/or incentives, while continuously monitoring their success.
• Guide employee development efforts, identifying training needs and approving training modules. Participate in the development of and continuously reviews training content to ensure innovative approach, up-to-date information, and a focus on achieving National standards for service delivery. Identify resources necessary to deploy effective operations and provides these resources to staff.
• Demonstrate a sense of urgency in resolving road service issues that escalate beyond the supervisory level. Identify repeat occurrences, determines the cause, and formulates & executes solutions. Work with external operations staff to improve contractor relations, ensuring world-class service delivery is maintained.
• Assess technology performance, capabilities, and needs. Regularly partner with technical support staff in a continual attempt to maximize efficiency, to design and develop informative reports, and troubleshoot recurring problems. Prepare and analyze various reports to assess daily workflow and operations and to manage the performance of staff.
• Assist with the development and implementation of the strategic plan and budget.

Skills:

• Demonstrated leadership ability required, with the ability to build & foster teamwork and consensus across a large, diverse workforce
• Strong decision-making and problem-solving skills are required
• Must have strong analytical skills for assessing Call Center workflow
• Strong communication skills are required, with the ability to resolve member complaints while maintaining goodwill
• Must be effective at building and maintaining strong partnerships with all levels of management, personnel, and members
• Must have complete familiarity with the Microsoft Office platform of products and business line software

Education: Bachelor's Degree, preferred

Experience: Minimum of 5 years’ experience managing a complex Call Center in a service-oriented environment

Salary range: $78,000-89,000 per year

AAA Northeast is proud of our diverse culture, fostered by the many talents, skills, passions, and expertise of our employees. We are an equal opportunity employer. We do not discriminate in recruiting, hiring, or promotion based on race, color, creed or religion, national origin, sex, age, sexual orientation, veteran’s status, gender identity or expression, disability, genetic information, marital status, pregnancy, or membership in any other protected class. We thrive when our team members bring their whole selves to work.