Manager, Call Center Operations (remote / work from home insurance jobs)

Job Responsibilities : Manager, Call Center Operations (remote / work from home insurance jobs)

Salary : Competitive Salary

Company : AAA Auto Club Group

Overview
Eligible applicants must live within the AAA Northeast footprint to be considered for work from home opportunities. This includes RI, MA, CT, NY & NJ. You have applied to a work from home position, and as such, you will be required to meet specific work from home requirements to support the business needs of AAA. This includes high speed internet access with minimum internet speed requirements.


Manages the daily activities in the road service call center, overseeing processing and dispatching of internal service requests. Ensures compliance with all AAA National standards for service quality. Works with Road Service external operations team to establish most effective servicing protocol and procedures. Identifies opportunities to streamline internal operations.


Responsibilities
Provides leadership to the function and/or staff, ensuring proper staffing and training levels of all team members with a focus on development and building bench strength while also complying with appropriate professional standards, laws, regulations and operating within the Club’s mission, leadership values and the members’ interest.


Develops multi-year plans/budgets and manages the integration of all aspects of the function across all required Business Lines and geographies supported; maintaining knowledge and awareness of new developments in the function, potential applications to further Club initiatives and makes recommendations regarding the use of internal vs. external services, reporting on such activities and proposals and managing ongoing vendor relationships.


Manages the daily activities in the Road Service call center, overseeing both call receiving and the dispatch functions. Analyzes workflow demands and establishes staffing levels to ensure National standards for road service delivery are exceeded. Consistently and proactively identifies any repetitive operational or technology concerns and works towards resolution. Works with Director to establish & execute on operating procedures which achieve strategic objectives of Road Service.


Manages the employment process for Road Service Call Center, including hiring, training, and performance management of staff and authorization of personnel and salary actions. Assists in establishing performance standards and goals, ensuring national accreditation requirements are regularly exceeded. This sometimes requires down-to-the-minute analysis of key objectives.


Champions Five-Diamond Service to ensure a “Totally Satisfied Member Experience”, and with creativity assists in designing, implementing, and executing on employee programs and/or incentives, while continuously monitoring their success.


Guides employee development efforts, identifying training needs and approving training modules. Participates in the development of and continuously reviews training content to ensure innovative approach, up-to-date information and a focus on achieving National standards for service delivery. Identifies resources necessary to deploy effective operations and provides these resources to staff.


Demonstrates sense of urgency in resolving road service issues that escalate beyond the supervisory level. Identifies repeat occurrences, determines cause and formulates & executes on solutions. Works with external operations staff to improve contractor relations, ensuring world class service delivery is maintained.


Assesses technology performance, capabilities and needs. Regularly partners with technology support staff in a continual attempt to maximize efficiency, to design and develop informative reports and to troubleshoot recurring problems. Prepares and analyzes various reports to assess daily workflow and operations and to management performance of staff.


Assists with the development and implementation of the strategic plan and budget.

Works closely with Human Resources due to the size and nature of the workforce. Works with Member Relations to resolve complicated member issues. Direct contact with member occurs only when issues escalate. Works with Accounting department in investigation/resolution of contractor pay discrepancies. As described above, partners throughout the Club as required.


Qualifications
Minimum of 5 years experience managing a complex call center in a service-oriented environment required
Demonstrated leadership ability required, with the ability to build & foster teamwork and consensus across a large, diverse workforce
Strong decision-making and problem-solving skills required


Must have strong analytical skills for assessing Call Center workflow
Strong communication skills required, with the ability to resolve member complaints while maintaining good will


Must be effective at building and maintaining strong partnerships with all levels of management, personnel, and members
Must have complete familiarity with the Microsoft Office platform of products and business line software.

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