Auto Club of Southern California: Call Center Supervisor

Call Center Supervisor This position ensures effective service to members and/or insureds and is responsible in the managing of people as well as in overseeing operations, projects, and activities impacting the business unit.

This position supervises insurance call center employees and is responsible for the day-to-day operations in achieving performance objectives including the delivery of all insurance products and services, internal operational controls, and service quality.

The position may assume responsibility for all service and operational activities in a Team Manager’s absence.

Responsibilities:Provide high quality agent coaching to ensure proper understanding of products and services, compliance in Club policies, and delivery of legendary customer service.Equip team members with development opportunities to achieve monthly and annual goal objectives.Leverage service quality, growth, and efficiency metric reports to identify areas of opportunity to enhance agent performance and drive achievement of department/corporate goals.Communicate with team members through individual and group meetings, encouraging employees to support ACE culture and values, embrace changes, as well as to encourage discussion on current policies, procedures, objectives, and goals.Foster an operating environment conducive to high employee satisfaction, development, and retention.

Qualifications:Four-year college degree or equivalent combination of education and work experience preferred.Three to five years of experience in the call center customer service environment preferred.Previous experience managing work teams preferred.

Proven ability to achieve high service quality results in conjunction with meeting productivity requirements preferred.Must be highly motivated and able to work independently with minimal supervision.Possess a personal and professional drive to succeed, embrace an enterprising spirit, and perform sound judgment.Professional verbal and written communication skills required.General management, organizational, and time management skills required.Proven effectiveness to negotiate and resolve complaints on an escalated level.Knowledge of call center management applications, industry standards/requirements, automatic call distribution technology, workforce management software, service quality assurance programs, and organization best practices.Comprehensive knowledge and experience with various Club systems required.Advanced competency in various training skills: Membership, Auto and Home Insurance products and Insurance Licensing.Demonstrate strong coaching, interpersonal, and effective presentation skills.

Demonstrate leadership ability to motivate a group of employees towards a desired goal.Current knowledge of Human Resources practices (wage and hour, labor law, etc.) required.Proficient in Microsoft Office software products (Outlook, Word, Excel, and PowerPoint).Must complete and maintain necessary certificates/licenses as required.Travel for training and meetings and participating on various committees is required, as well as the ability to be on-call and available 24 hours a day, seven days a week.

Remarkable benefits:Health coverage for medical, dental, vision401(K) saving plan with company match AND PensionTuition assistancePTO for community volunteer programsWellness programEmployee discounts The Automobile Club of Southern California is part of the largest federation of AAA clubs in the nation.

We have 14,000 employees in 21 states helping 17 million members.

With our national brand recognition, long-standing reputation since 1902, and constantly growing membership, we are seeking career-minded, service-driven professionals to join our team.

“Through dedicated employees we proudly deliver legendary service and beneficial products that provide members peace of mind and value.” AAA is an Equal Opportunity Employer The Automobile Club of Southern California will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable federal, state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance.