3rd shift – Call Center Supervisor (remote) – Providence, RI

Job Details
Job Location Providence, RI

Remote Type Fully Remote

Position Type Full Time

Job Shift 3rd Shift

Job Category Customer Experience

Description

Eligible applicants must live within a commutable distance to Providence, RI. You have applied to a work from home 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: 3rd shift. Tuesday – Saturday 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.

Manages the daily activities in the road service call center, overseeing the processing and dispatching of internal service requests. Ensures compliance with all AAA National standards for service quality. Works with Road Service external operations team to establish the most effective servicing protocol and procedures. Identifies opportunities to streamline internal operations.

What you will do:
• Manages the daily activities in the Road Service call center, overseeing both call receiving and dispatch functions. Analyzes 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. Works with Director to establish & execute operating procedures which achieve strategic objectives of Road Service.
• Manages the employment process for Road Service Call Center, including hiring, training, and performance management of staff and authorization of personnel and salary actions. Assists 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.
• Champions 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.
• Guides employee development efforts, identifying training needs and approving training modules. Participates 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. Identifies resources necessary to deploy effective operations and provides these resources to staff.
• Demonstrates a sense of urgency in resolving road service issues that escalate beyond the supervisory level. Identifies repeat occurrences, determines the cause, and formulates & executes solutions. Works with external operations staff to improve contractor relations, ensuring world-class service delivery is maintained.
• Assesses technology performance, capabilities, and needs. Regularly partners with technical support staff in a continual attempt to maximize efficiency, to design and develop informative reports, and troubleshoot recurring problems. Prepares and analyzes various reports to assess daily workflow and operations and to manage the performance of staff.
• Assists with the development and implementation of the strategic plan and budget

Salary range: $57,000 – $64,000

Qualifications

Education
Bachelor’s Degree Preferred

Experience

Minimum of 5 years’ experience managing a complex call center in a service-oriented environment Required

Licenses and Certifications

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.