Operations Manager

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: 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.
Responsibilities: <ul> <li><span style="font-family: Arial; font-size: medium;">In a call center environment, plan, organize, direct, and deliver operation results in relation to established goals (e.g., call quality, 80/20 service level, and communication).</span></li> <li><span style="font-family: Arial; font-size: medium;">Initiate and implement effective communication of corporate philosophy and departmental objectives. Accountable for resource management in the call center.&nbsp;</span></li> <li><span style="font-family: Arial; font-size: medium;">Develop all expense, capital, and staffing budget projections for designated operation and ensure adherence to established guidelines.&nbsp; Oversee the selection, hiring, training, development, coaching, and counseling of operational staff.&nbsp;</span></li> <li><span style="font-family: Arial; font-size: medium;">Ensure adherence to CIC management model regarding planning, scheduling, coaching, and interacting with CIC staff.&nbsp; Ensure adherence to CIC Customer Care philosophy through appropriate measures including focusing on call quality through CIC staff&rsquo;s interactions with customers via the call model.&nbsp;</span></li> <li><span style="font-family: Arial; font-size: medium;">Develop sales and service objectives.&nbsp; Monitor the attainment of sales and/or service goals.&nbsp; Serve as a liaison between designated operation and other key areas related to sales and service delivery in the Customer Interaction Centers.&nbsp;</span></li> <li><span style="font-family: Arial; font-size: medium;">Participate in establishing strategic and operational goals and objectives and analyze the operating results to ensure that standards are met and maintained.&nbsp; Formulate, recommend and implement process improvements and revisions to policies and procedures to enhance business operations.&nbsp;</span></li> <li><span style="font-family: Arial; font-size: medium;">Represent designated CIC with other business units on various issues and key teams as required.</span></li> </ul> <div><span style="font-family: Arial; font-size: medium;">&nbsp;</span></div> <p><u><span style="font-family: Arial; font-size: medium;">Supervisory Responsibilities:</span></u></p> <div>&nbsp;</div> <div><span style="font-family: Arial; font-size: medium;">Directly and indirectly manage call center staff which may consist of supervisors, product specialists, staff supporting the sales and service of ACG products, and administrative support staff.</span></div>
Requirements: <div><u><span style="font-family: Arial; font-size: medium;">Education:</span></u></div> <ul> <li><span style="font-family: Arial; font-size: medium;">Bachelor's Degree in Business Administration, Marketing, Communications, or a related field.</span></li> <li><span style="font-family: Arial; font-size: medium;">Knowledge of&nbsp; Auto Club Group products and services</span></li> </ul> <div><span style="font-family: Arial; font-size: medium;">&nbsp;<br /></span></div> <div> <div>&nbsp;<span style="font-family: Arial; font-size: medium;">&nbsp;</span></div> </div> <div><strong><u><span style="font-family: Arial; font-size: medium;">Work Environment:</span></u></strong></div> <p><span style="font-family: Arial; font-size: medium;">Works in a temperature-controlled office environment.</span></p> <p><span style="font-family: Arial; font-size: medium;">&nbsp;</span></p> <p><strong><u><span style="font-family: Arial;">Required Qualifications:</span></u></strong></p> <p><u><span style="font-family: Arial; font-size: medium;">Education:</span></u></p> <ul type="disc"> <li><span style="font-family: Arial; font-size: medium;">College-level coursework in Business Administration, Marketing, Communications, or a related field.&nbsp;</span></li> <li><span style="font-family: Arial; font-size: medium;">Attain and maintain state insurance sales licenses for The Auto Club Group as appropriate.</span></li> </ul> <div> <div>&nbsp;</div> <p><u><span style="font-family: Arial; font-size: medium;">Experience:</span></u></p> </div> <ul> <li><span style="font-family: Arial; font-size: medium;">Previous front-line supervisory/management experience in a call center or customer service operations environment.</span></li> </ul> <div><span style="font-family: Arial; font-size: medium;">&nbsp;</span></div> <div><u><span style="font-family: Arial; font-size: medium;">Knowledge and Skills:</span></u></div> <div>&nbsp;</div> <ul> <li><span style="font-family: Arial; font-size: medium;">call center operating systems and metrics</span></li> <li><span style="font-family: Arial; font-size: medium;">understanding of critical technical information pertaining to the specific operations area</span></li> <li><span style="font-family: Arial; font-size: medium;">government and other regulations pertaining to the area of business</span></li> <li><span style="font-family: Arial; font-size: medium;">ability to analyze, diagnose and formulate recommendations from the market and/or call center-specific data</span></li> <li><span style="font-family: Arial; font-size: medium;">work under pressure</span></li> <li><span style="font-family: Arial; font-size: medium;">communicate effectively with others in a work environment and with the public</span></li> <li><span style="font-family: Arial; font-size: medium;">prepare and conduct presentations for all levels of staff and management</span></li> <li><span style="font-family: Arial; font-size: medium;">maintain accurate records&nbsp;&nbsp;</span></li> </ul> <div><span style="font-family: Arial; font-size: medium;">&nbsp;</span></div> <div><span style="font-family: Arial;">&nbsp;</span></div> <div> <p><span style="font-family: Arial; font-size: medium;">The Auto Club Group offers a competitive compensation and benefits package including a base salary with performance-based incentives; medical/dental/vision insurance, 401(k), generous time off, a complimentary AAA Membership, and much more!</span></p> <p><span style="font-family: Arial; font-size: medium;">Important Note: The above statements describe the principal and essential functions, but not all functions that may be inherent in the job.&nbsp; This job requires the ability to perform duties contained in the job description for this position, including, but not limited to, the above requirements.&nbsp; Reasonable accommodations will be made for otherwise qualified applicants, as needed, to enable them to fulfill these requirements.</span></p> <p><span style="font-family: Arial; font-size: medium;">The Auto Club Group, and all of its affiliated companies, is an equal opportunity/affirmative action employer.&nbsp; All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability, or protected veteran status.</span></p> </div>