Manager, MSC ERS

AAA Mammoth, AZ 2019-01-08

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.

Essential Functions

  • 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)

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