Assistant Vice President ERS Call Center Operations

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.

Dearborn, MI

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. http://michigan.aaa.com/

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Full-Time

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>The Assistant Vice President of ERS Call Center Operations is responsible for providing leadership and strategic direction for the company&rsquo;s Connected Member Vision executed within our Automotive call centers. The primary responsibility of this position is to motivate the workforce to provide best in class customer care for AAA members. This individual is accountable for leading continuous process improvement initiatives that support achievement and adherence to ACG and AAA National Automotive Quality Standards. Work with Senior Leadership to develop long term call center strategies, ensuring the alignment of these plans meet our broader corporate goals.</p> <p>The Vice President of ERS Call Center Operations is responsible for providing leadership and strategic direction for the company&rsquo;s Connected Member Vision executed within our Automotive call centers. The primary responsibility of this position is to motivate the workforce to provide best in class customer care for AAA members. This individual is accountable for leading continuous process improvement initiatives that support achievement and adherence to ACG and AAA National Automotive Quality Standards. Work with Senior Leadership to develop long term call center strategies, ensuring the alignment of these plans meet our broader corporate goals.</p> <p>Directs recruitment efforts to attract and retain staff talent. Participates with Employee Relations and Compensation in the review and recommendation of salaries to align with market conditions that attract and retain staff talent. Participates with Learning &amp; Development to ensure the highest quality training standards are achieved in the call centers. Is committed to the career development of team members and promotes succession planning within the operation.</p> <p>Creates quality assurance initiatives in the call centers to achieve efficiencies and the enhancement of member satisfaction. Focuses on coaching efforts that fine tune call model guidelines, specifically: knowledge of location, courtesy, sympathy &amp; understanding, listening techniques and acknowledgment of member circumstances. Inspects leadership adherence with monitoring goals and encourages the positive reinforcement of coaching techniques that inspire the staff.</p> <p>Works with Automotive field operations to accomplish near and long term initiatives that include, but are not limited to: strengthening of relationships between dispatch and service providers, reducing response time, improving accuracy of promised time of arrival, growing battery sales ; promotion of our Approved Auto Repair (AAR), Club Owned Repair Car Care Centers; and on-going refinement of triage scripts to support the on-the-go (OTG) philosophy.</p> <p>Works to build the relationships between the call centers, dispatch, fleet operations and service provider network. Promotes a collaborative environment for enhancing the service delivery process for our AAA members.</p> <p>Monitors the performance results of the call center and dispatch operations. Appropriately delegates projects as needed and initiates corrective action plans when necessary.</p> <p>Prepares annual budget recommendations and staffing analysis for the call centers. Manages the budget and cost per call adherence, while maintaining staffing levels to achieve service standards.</p> <p>Initiates weather event protocols throughout the year to address sudden influxes in call volumes. Works with internal and external resources throughout high call volume events to ensure the best interests of our employees and members are met.</p> <p>Creates and maintains a culture built on integrity, fairness, recognition, employee satisfaction and the highest level of professionalism demonstrated by all team members.</p> <p>Audits compliance with company guidelines directly related to human resource practices and policies. Escalates issues to Senior Leadership whenever necessary.</p> <p>Maintains an understanding of current Contact Center technology, making recommendations for implementation of products that promote member satisfaction and support corporate initiatives.</p> <p>Recommends structural Contact Center changes to enhance the delivery of the road service process.</p>
Requirements: <p><strong><u>Preferred Qualifications:</u></strong></p> <ul> <li>Automotive industry experience preferred.</li> </ul> <p><strong><u>Qualifications</u></strong></p> <p><strong>Required Qualifications (these are the minimum requirements to qualify):</strong></p> <ul> <li>Bachelor&rsquo;s degree in Business Administration, Management or other closely related field.</li> <li>Five to ten years of progressive responsibility and experience overseeing call center operations, including at least four years in a management position.</li> </ul>