Call Center Operations Manager

<strong>Respect, Teamwork, Relevance, Character, Commitment.</strong><br /><br /><strong>Together, We Make A Difference.</strong>

Costa Mesa, CA

AAA

<h4><strong>AAA is a member service organization affiliated with the national AAA federation.&nbsp; With offices across the U.S., we're united by a common mission and common values of excellent member service.&nbsp; With more than 15,000 employees in 22 states, we provide legendary service to 16 million loyal members.&nbsp;&nbsp;</strong><br /><br /><strong>With a constantly growing membership, we are always welcoming dedicated professionals looking to challenge themselves and build a career within our dynamic organization.&nbsp; You will find that being a part of a very successful team is extremely rewarding.<br /></strong><strong><br />For more information visit our website:&nbsp;<a href="https://careers.calif.aaa.com/" target="_blank" rel="noopener noreferrer">AAA.com/Careers</a></strong></h4>

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Full-Time

Overview: <p>AAA is a member service organization affiliated with the national AAA network. With offices across the U.S., we&rsquo;re united by common mission and common values of excellent member service. With more than 14000 employees in 21 states, we provide legendary service to 16 million loyal members. With a constantly growing membership, we are always welcoming dedicated professionals looking to challenge themselves and build a career within our dynamic organization. You will find that being part of a very successful team is extremely rewarding. If you are a career-minded, service-driven professional looking to join a fast-paced organization then you have come to the right place.</p> <div><u>Benefits:</u></div> <ul> <li>Paid vacation</li> <li>Medical, dental and vision benefit plans</li> <li>Life Insurance</li> <li>Paid holidays</li> <li>401(k) eligibility and matching</li> <li>Pension Plan</li> </ul>
Responsibilities: In this position you will provide leadership to and direct the activities of multiple Call Center Site Managers for Call Center Operations in California and Texas. You will develop, recommend and implement long-range business plans that support service quality, financial and budgetary goals. In addition, this position is responsible for ensuring organizational, business unit and departmental policies, procedures and practices are formulated and uniformly applied throughout the department. You will collaborate with the Call Center Group Manager as well as with other business unit management to develop strategy, initiatives, and implementation processes to achieve organizational goals and remain competitive in the marketplace.
Requirements: <p>Successful candidates excel at strategic thinking, presentation skills, critical decision making and assumes responsibility for results. Recognizes constantly changing nature of Emergency Roadside Call Center environment, including 24-hr/7-day a week operating hour, and you will prepare employees to meet member demands while maintaining morale. Ensures staffing levels are sufficient to meet member service goals and member satisfaction, while meeting productivity goals and budget targets. Manages turnover through effective recruiting, hiring, training and engagement. Ensures members of management team are prepared to invoke contingency plans quickly and accurately when problems with automated telephone answering and operating systems occur. Provides an environment to supervisors that best prepares them for future growth opportunities within the organization. Consults with senior management on an enterprise basis to resolve complicated call center issues.</p> <p><strong>Qualifications</strong></p> <ul> <li>8 to 10 years&rsquo; experience in Call Center Management including management of other managers and work teams in a large call center environment. Proven ability to achieve high service quality results in conjunction with meeting productivity.</li> <li>Experience with Call Center Management applications, industry standards/requirements, automatic call distribution technology, workforce management software, service quality assurance programs, and industry best practices.</li> <li>Previous experience preparing and analyzing financial reports, developing cost-benefit models and creating detailed written proposals/recommendations.</li> <li>Current knowledge of Human Resources practices (wage and hour, labor law, etc.).</li> <li>4-yr. College Degree or equivalent combination of education and work experience.</li> </ul>