Director, Customer Interaction Center - Travel

A career at The Auto Club Group (ACG) can be satisfying, exciting and rewarding. By aligning your professional development with our business objectives, ACG can help you attain your career goals — and make a difference. Get started by choosing the career that’s right for you.

Tampa, FL

The Auto Club Group

AAA was founded over 100 years ago for the purpose of lobbying for driver and passenger rights, fair laws and safer vehicles — all to better promote the love of the open road and the adventure of driving. Since then, AAA has grown to over 50 million members strong, while providing valuable membership services such as roadside assistance. Additionally, AAA has broadened its horizons to include all types of travel-related services, as well as offer a variety of insurance and financial products and services. Today’s AAA is a national federation comprised of more than 50 individual clubs throughout the United States and Canada. Whether you’re traveling around the world or to the corner grocery store, planning a honeymoon or weekend road trip, learning to drive or in need of a battery boost, the best way to begin your journey is with AAA.

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Competitive Compensation and Benefits Package

Overview: <p>The Auto Club Group (ACG) provides membership, travel, insurance and financial services offerings to approximately 9 million members and customers across 11 states and 2 U.S. territories through the AAA, Meemic and Fremont brands. ACG belongs to the national AAA federation and is the second largest AAA club in North America.<br /> </p> <p><strong><u>Work Environment:</u></strong></p> <p>Work in a temperature-controlled office environment.</p> <p><strong><br /> <u>Compensation</u></strong><br /> The Auto Club Group offers a competitive compensation and benefits packages including a base salary with performance-based incentives; medical/dental/vision insurance, pension, 401(k), generous time off, a complimentary AAA Membership and much more!</p>
Responsibilities: <p>We are seeking someone who can:</p> <ul> <li>Be responsible for the cost-effective administration and operation of the Travel Call Center in Tampa, Florida.</li> <li>Establish standard of sales and service delivery for a fast paced, high volume customer focused call center environment.&nbsp;</li> <li>Manage the selection, hiring, training, development, coaching and counseling of customer interaction center staff.&nbsp;</li> <li>Ensure that established service standards are met.&nbsp;</li> <li>Establish processes for improving customer satisfaction within customer interaction centers.&nbsp;</li> <li>Apply &ldquo;Best Practices&rdquo; knowledge of policies, procedures, concepts, and analytical techniques for managing customer interaction centers.&nbsp;</li> <li>Facilitate the success of teams within the area by providing timely information, adequate resources, and by removing obstacles to success.</li> <li>Monitor member/customer needs and expectations.</li> <li>Study, analyze and evaluate information to draw conclusions, make recommendations and decisions about the level of service quality within the customer interaction center.&nbsp;</li> <li>Solve problems by identifying the problems, determining and coordinating the resources, reviewing recommendations regarding solutions and taking the appropriate action.</li> <li>In addition, they will be expected to:</li> <li>Develop strategies for the customer interaction center location(s) and makes recommendations to achieve the overall objectives of providing superior customer service to AAA members.&nbsp;</li> <li>Establish short, intermediate and long-term plans, regularly review and analyze events critical to the completion and attainment of corporate goals and objectives.&nbsp;</li> <li>Analyze and interpret statistical data to assist in problem solving (e.g. scheduling, forecasting, staffing), and to ensure service levels are consistently met.&nbsp;</li> <li>Assemble and manage departmental budget. Make corrections, improvements and modifications as necessary to meet operating objectives and financial goals.&nbsp;</li> <li>Monitor compliance with all licensing regulatory requirements for staff.</li> <li>Research and recommend new and innovative, cost-effective ways/technology to achieve departmental and corporate goals.</li> </ul>
Requirements: <p><strong><u>Preferred Qualifications:</u></strong></p> <ul> <li>Experience at a senior management level within a high-volume customer interaction environment.</li> <li>Strong preference for travel industry experience.</li> </ul> <p><strong><u>Qualifications</u></strong></p> <p><strong>Required Qualifications:</strong></p> <ul> <li>Bachelor's degree or equivalent in Business Administration, Management or related field or equivalent work experience.</li> </ul> <p><strong>Experience:</strong></p> <ul> <li>Demonstrated managerial experience in a highly customer focused, customer interaction center environment.</li> <li>Strategic planning.</li> <li>Analyzing and problem solving.</li> <li>Organization and planning.</li> <li>Budget preparation.</li> <li>Decision making.</li> <li>Leadership.</li> <li>Team building.</li> <li>Project management.</li> <li>Demonstrated experience in a multi-channel customer access environment.</li> </ul> <p><strong>Ability to:</strong></p> <ul> <li>Work under pressure.</li> <li>Communicate effectively with others in the internal and external&nbsp;work environment.</li> <li>Prepare and present activity reports and statistics to all levels of management.</li> <li>Coordinate activities of teams of multiple levels.</li> </ul> <p><strong>Knowledge and understanding of:</strong></p> <ul> <li>Best practices in customer interaction center management to include quality sales and service&nbsp;delivery.</li> <li>Sophisticated call center technologies and their effective implementation in a high-volume customer contact environment.</li> <li>Best practice analytics used to measure the effectiveness and efficiency of multiple channels within a customer interaction center.</li> <li>Motivational techniques used in customer interaction centers to promote effective performance.</li> <li>Strong written and oral communication skills.</li> <li>May work long and irregular hours.</li> </ul>