Call Center Supervisor - AAA Washington
Bellevue, WA
About the Job
Call Center Supervisor
RANKED AS ONE OF WASHINGTON'S 2024 BEST PLACES TO WORK by Puget Sound Business Journal
The American Automobile Association (AAA) has been a leader in roadside assistance, mobility advocacy, and traffic safety for nearly 120 years. AAA Washington also operates a full-service travel agency and the largest independent personal-lines insurance agency in Washington.
PRIMARY FUNCTION:
This role is responsible for providing oversight of the call center and dispatch operations. This role is also responsible for managing team member schedules, training, and guidance.
ESSENTIAL DUTIES/RESPONSIBILITIES:
• Responsible for monitoring the call center and dispatch service level to ensure quality customer service is delivered and maintained.
• Provide escalation assistance for customer, contractor, or vendor issues.
• Provide guidance and de-escalation as needed to help desk support.
• Participate in recruiting efforts for team hiring needs.
• Provide feedback during 1:1 meeting with team members.
• Oversee corrective actions, performance plans and monitor performance of team members.
• Prepare and deliver performance evaluations for the team.
• Conduct monitoring and coaching sessions to address any issues and provide motivation to team members.
• Coordinate with training and quality assurance to identify quality improvement opportunities.
• Serve as team representative for special projects or initiatives.
• Advise manager of operational issues as they arise.
• Provide feedback to training and quality assurance to aid quality improvement of services.
• Work as CSR or Dispatcher in high-volume or peak periods, or during periods of low staffing as needed.
• Contributes to a positive team dynamic through respectful interactions, positive contributions, and active collaboration to achieve department and organizational goals.
• Incorporates AAA's vision, mission and values in day-to-day activities and behaviors; guides and motivates others to remain committed to AAA's vision mission and values.
SUPERVISORY RESPONSIBILITIES:
• Provide direct supervision to CSR's, dispatchers, and team leads.
• Responsible for developing people, improving processes, reducing costs, monitoring quality, delivering results against established objectives, and ensuring a high level of service to internal and external customers.
• Manages assigned employees by recruiting, selecting, orienting, training, coaching, developing, counseling, and disciplining employees; monitoring, appraising, and reviewing employee job contributions; maintaining compensation, resolving problems and implementing change.
MINIMUM QUALIFICATIONS:
• High School diploma or GED
• 3+ years' experience in customer service industry
• 1+ years' experience leading and/or mentoring others
• 2+ years' experience leading and/or mentoring others
PREFERRED QUALIFICATIONS:
• 1-2 years' experience in call center or dispatch technologies and practices preferred
• 2+ years' experience in a supervisory role
KNOWLEDGE, SKILLS, ABILITIES:
• Competent in Microsoft Office and navigating the internet.
• Ability to understand Washington state road systems and read maps.
• Knowledgeable of de-escalation techniques, such as empathy and compassion, to meet the needs of members in times of stress.
• Ability to adjust style and approach to suit situations that involve rapidly changing tasks, shifting priorities, and simultaneous demands.
• Ability to communicate clearly and professionally both verbally and in writing, including effective use of listening skills.
• Skilled in working independently, prioritizing assignments, and following through on assignments with minimal direction.
• Ability to make timely and sound decisions and convey the necessary authority and confidence in all interactions.
• Ability to notice discrepancies and inconsistencies in available information.
• Ability to establish and maintain cooperative working relationships.
• Skilled in establishing rapport and gaining the trust of others.
• Ability to lead others, guiding them toward individual and organizational goals, and able to coach for performance.
WORK ENVIRONMENT & PHYSICAL DEMANDS:
• Shift hours will mainly be 2nd shift with a 3PM or later start,
RANKED AS ONE OF WASHINGTON'S 2024 BEST PLACES TO WORK by Puget Sound Business Journal
The American Automobile Association (AAA) has been a leader in roadside assistance, mobility advocacy, and traffic safety for nearly 120 years. AAA Washington also operates a full-service travel agency and the largest independent personal-lines insurance agency in Washington.
PRIMARY FUNCTION:
This role is responsible for providing oversight of the call center and dispatch operations. This role is also responsible for managing team member schedules, training, and guidance.
ESSENTIAL DUTIES/RESPONSIBILITIES:
• Responsible for monitoring the call center and dispatch service level to ensure quality customer service is delivered and maintained.
• Provide escalation assistance for customer, contractor, or vendor issues.
• Provide guidance and de-escalation as needed to help desk support.
• Participate in recruiting efforts for team hiring needs.
• Provide feedback during 1:1 meeting with team members.
• Oversee corrective actions, performance plans and monitor performance of team members.
• Prepare and deliver performance evaluations for the team.
• Conduct monitoring and coaching sessions to address any issues and provide motivation to team members.
• Coordinate with training and quality assurance to identify quality improvement opportunities.
• Serve as team representative for special projects or initiatives.
• Advise manager of operational issues as they arise.
• Provide feedback to training and quality assurance to aid quality improvement of services.
• Work as CSR or Dispatcher in high-volume or peak periods, or during periods of low staffing as needed.
• Contributes to a positive team dynamic through respectful interactions, positive contributions, and active collaboration to achieve department and organizational goals.
• Incorporates AAA's vision, mission and values in day-to-day activities and behaviors; guides and motivates others to remain committed to AAA's vision mission and values.
SUPERVISORY RESPONSIBILITIES:
• Provide direct supervision to CSR's, dispatchers, and team leads.
• Responsible for developing people, improving processes, reducing costs, monitoring quality, delivering results against established objectives, and ensuring a high level of service to internal and external customers.
• Manages assigned employees by recruiting, selecting, orienting, training, coaching, developing, counseling, and disciplining employees; monitoring, appraising, and reviewing employee job contributions; maintaining compensation, resolving problems and implementing change.
MINIMUM QUALIFICATIONS:
• High School diploma or GED
• 3+ years' experience in customer service industry
• 1+ years' experience leading and/or mentoring others
• 2+ years' experience leading and/or mentoring others
PREFERRED QUALIFICATIONS:
• 1-2 years' experience in call center or dispatch technologies and practices preferred
• 2+ years' experience in a supervisory role
KNOWLEDGE, SKILLS, ABILITIES:
• Competent in Microsoft Office and navigating the internet.
• Ability to understand Washington state road systems and read maps.
• Knowledgeable of de-escalation techniques, such as empathy and compassion, to meet the needs of members in times of stress.
• Ability to adjust style and approach to suit situations that involve rapidly changing tasks, shifting priorities, and simultaneous demands.
• Ability to communicate clearly and professionally both verbally and in writing, including effective use of listening skills.
• Skilled in working independently, prioritizing assignments, and following through on assignments with minimal direction.
• Ability to make timely and sound decisions and convey the necessary authority and confidence in all interactions.
• Ability to notice discrepancies and inconsistencies in available information.
• Ability to establish and maintain cooperative working relationships.
• Skilled in establishing rapport and gaining the trust of others.
• Ability to lead others, guiding them toward individual and organizational goals, and able to coach for performance.
WORK ENVIRONMENT & PHYSICAL DEMANDS:
• Shift hours will mainly be 2nd shift with a 3PM or later start,
Source : AAA Washington