MSC ERS Manager
As a leader at AAA you will have the opportunity to drive performance, develop people and serve Members on a daily basis. Leaders play a critical role in creating the future of AAA through identifying and implementing sound operating processes and establishing and monitoring key performance indicators.
Coordinates and directs work activities like vendor inquiries, requests, complaints, and issues with the goal of providing amazing service
Ensures all key performance indicators are established and met
Collaborates effectively with others to ensure operations run smoothly and all stakeholders are kept informed
Develops strategies to improve overall team performance and monitors performance to ensure that quality standards are met.
Knows, applies and ensures operations are in compliance with all applicable local, state and federal regulations; AAA national quality standards and regulations.
Works closely with the operations team to assist in rolling out new products and technology, including ensuring teams are prepared to support all new initiatives
Manages challenging customer situations by taking ownership of and managing complaints through to resolution
Identifies potential problems/issues and recommends appropriate solutions
Understands how to leverage various contact center system applications
Effectively communicates to ensure Team Members receive all information required to operate effectively.
Owns and implements special projects.
Ensures Team Members are trained and proficient on all systems, policies and procedures
Coaches and develops Team Members to be experts in their position and identifies Team Members to be ready to become the next generation of leaders within AAA
Partners with Human Resources to interview, hire, appraise performance, reward, discipline, address complaints and resolve problems.
Ensures a professional work environment is maintained in accordance with the AAA Leadership Principles and AAA Values
Effective organizational, interpersonal and communication skills (oral and written)
Effective time management skills
Effective presentation skills
Effective project management skills
Proficiency with MS Office applications (Word, Excel, PowerPoint, Outlook) or Google Suite equivalency
Ability to work as necessitated by business needs of a 24/7 operation including holidays
Strong decision making, organizational, planning and problem solving skills
Excellent management skills to hire, train, direct and motivate
Demonstrated ability to think creatively and demonstrated leadership ability
Familiarity with AAA ERS products and services (Preferred)
Education & Experience
Bachelor’s degree or equivalent combination of education and practical experience
2 years of experience in a high-volume, call/contact center environment (Preferred)
2 years in a supervisory role (Preferred)