AAA East Central has an in-office opportunity for a Dispatch Supervisor in the East Liberty office in Pittsburgh. The shift for this position is 2:30pm-11:00pm.
This Supervisor position ensures effective service to members/insureds and is responsible for people, operations, and project management of the work group. The position also implements and manages the achievement of the strategic business plan and applies principles and best practices to achieve total member satisfaction and attain productivity and corporate leadership goals. In addition, this position sustains a continuous learning environment for the working group to gain job knowledge, customer service skills, and maintain a safe working environment. The position may assume responsibility for all service and operational activities in the Team Manager's absence.
Responsibilities:
Provide coaching and development to team members to ensure continual education and enrichment.
Foster an understanding of immediate service issues to maintain total member satisfaction.
Communicate with team members through individual and group meetings, encouraging employees to support culture and values, embrace changes, as well as to encourage discussion on current policies, procedures, objectives and goals.
Create an operating environment conducive to high employee satisfaction, development/growth, and retention while maintaining respect and dignity for all.
Identify training needs and ensure training is provided in assigned responsibilities.
Review effectiveness of current training programs and make recommendations to management for enhancement of existing training and addition of new programs.
Direct staff in the handling of member service issues; and resolve elevated service issues, including, but not limited, to conflicts, special service needs, member dissatisfaction, and adverse service conditions.
Prepare and conduct performance appraisals.
Commend employee progress and/or take appropriate corrective action designed to improve performance or to correct failures in order to meet Club and departmental standards.
Supervise employees’ compliance with Club policy, Safety procedures, Federal and State labor laws, including, but not limited to, payroll and attendance, and approve necessary reports in compliance with those laws.
Perform all other duties and responsibilities as assigned or required.
Skills:
Professional verbal and written communication skills required.
General management, organizational and time management skills required.
Proven effectiveness to negotiate and resolve complaints on an escalated level.
Knowledge of call center management applications, industry standards/requirements, automatic call distribution technology, workforce management software, service quality assurance programs, and industry best practices.
Demonstrate strong coaching, interpersonal, and effective presentation skills. Demonstrate leadership ability to motivate a group of employees towards a desired result.
Current knowledge of Human Resources practices (wage and hour, labor law, etc.) required.
Proficiency with Microsoft Office software, including Outlook, Word, PowerPoint, Excel and Access required.
Position typically requires a 3-5 years’ experience in the call center customer service environment.
Previous experience managing supervisors and work teams preferred.
Proven ability to achieve high service quality results in conjunction with meeting productivity requirements preferred.
Benefits:
· Extraordinary medical/dental/vision/life benefits· 401(k) Savings plan with company matchTuition assistancePTO for community volunteer programsWellness programEmployee discounts (membership, insurance, travel, entertainment, services and more!)Auto Club Enterprises is the largest federation of AAA clubs in the nation. We have 14,000 employees in 21 states helping 17 million members. The strength of our organization is our employees. Bringing together and supporting different cultures, backgrounds, personalities, and strengths creates a team capable of delivering legendary, lifetime service to our members. When we embrace our diversity – we win. All of Us! With our national brand recognition, long-standing reputation since 1902, and constantly growing membership, we are seeking career-minded, service-driven professionals to join our team.Through dedicated employees we proudly deliver legendary service and beneficial products that provide members peace of mind and value.”
AAA is an Equal Opportunity Employer