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Form of workABOUT AAA HOOSIER MOTOR CLUB:
Since 1902, AAA Hoosier Motor Club, headquartered in Indianapolis, provides membership benefits including emergency roadside assistance, retail discounts and a variety of products and services for its 400,000 members across Indiana. It also operates a full-service travel agency and an insurance agency which markets and sells auto, home and life insurance. Hoosier Motor Club has 300 employees and operates 11 retail branch offices including seven in metro Indianapolis as well as Bloomington, Clarksville, Lafayette, Muncie, and Terre Haute. And it is an affiliate of the American Automobile Association (AAA), the largest motoring and leisure travel organization in North America with more than 60 million members.
Here's What is in it for YOU:
- A company culture that provides training and learning opportunities.
- A brand that you can be proud to be part of.
- A culture that will challenge you to be your best.
- Health / Dental / Vision benefits.
- Paid Time Off.
- Paid Holidays.
- Company provided LTD & Life Insurance.
- Retention bonuses.
- Service Anniversary Recognition.
- Free AAA Classic Membership.
- Generous 401k w/ company match.
- Company provided HSA dollars.
Position Summary:
The Outbound Contact Center (OBCC) Manager implements sales and product training to ensure staff is updated on product and service offerings and upsell techniques across all HMC business lines. Sets and communicates operational policies and procedures for the OBCC.
Duties and Responsibilities:
- Leverage reporting capabilities to manage performance metrics within the department.
- Vendor Management of approved third-party vendors according to business needs
- Develop direct reports through active coaching.
- Operate within the HMC budget parameters.
- Maximize technological opportunities to facilitate workforce development efficiencies.
- Meet HMC business line leaders agreed upon business requirements.
- Provide staff with the necessary tools for meeting or exceeding the metrics outlined by HMC business line leaders.
- Conduct regular 1:1 session with staff to include performance coaching, reviewing current performance, conduct monitoring sessions, role-playing, and discuss pertinent information.
- Support HMC business lines through a cadence of weekly reports and accountability meetings.
- Demonstrate commitment to continuing professional development.
- Ensure business line satisfaction by quickly resolving and responding to business line concerns and requests.
- Identify and constructively communicate the need for continuous process improvements or enhancements in the OBCC with an agreed upon cadence outlined by the business line leader.
- Onboard new employees.
- Fulfills leadership responsibilities under the organization's policies. Responsibilities include interviewing, hiring, training, planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Supervisory Responsibilities:
This position has direct supervisory responsibility
Physical Effort:
- Typically sitting at a desk or table
- Intermittently sitting, standing, and stopping
- Occasional lifting of up to 25 lbs.
Education and/or Experience Requirements:
Bachelor's degree from a four-year college or university; or seven years of related experience and/or any equivalent combination of education and experience. Direct Outbound Contact Center management experience is preferred.
Skill Requirements:
Language Skills - Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of an organization.
Accuracy - Ability to perform work accurately and thoroughly.
Active Listening - Ability to actively attend to, convey, and understand the comments and questions of others.
Change Management - Ability to encourage others to seek opportunities for different and innovative approaches to addressing problems and opportunities.
Coaching and Development - Ability to provide guidance and feedback to help others strengthen specific knowledge/skill areas.
Customer Oriented - Ability to take care of the customers' needs while following company procedures.
Financial Aptitude - Ability to understand and explain economic and accounting information, prepare, and manage budgets, and make sound long-term investment decisions.
Mathematical Skills Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals. Possess the ability to compute rate, ratio, and percentage and to draw and interpret graphs.
Leadership - Ability to influence others to perform their jobs effectively and to be responsible for making decisions.
Organized - Possessing the trait of being organized or following a systematic method of performing a task.
Planning/Organizing - Ability to prioritize and plan work activities. Ability to use time efficiently and develop realistic action plans.
Problem Solving - Ability to identify and resolve practical problems in a timely manner. Ability to gather and analyze information skillfully.
Reliability - ability of the individual to be dependable and trustworthy.
Resource Management (People & Equipment) - Ability to obtain and appropriate the proper usage of equipment, facilities, materials, as well as personnel.
Strategic Planning - Ability of an individual to develop a vision for the future and create a culture in which long-range goals can be achieved.
Teamwork - Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; possesses ability to build morale and group commitments to reach goals and objectives.
Working Under Pressure - Ability to complete assigned tasks in stressful situations.
Facebook:
www.facebook.com/aaahoosier
Company Website:
www.hoosier.aaa.com
