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Center Manager
AAA Mid-Atlantic Inc
New York, NY, United States
Job Details - this job has expired, please see similar jobs below
Do you have…
• A commitment to providing exceptional service?
• Professional expertise and a passion for what you do?
• A high level of integrity?
• An ability to work independently and collaboratively as a team member?
• Creative thinking and problem-solving skills?
• Dedication to developing your own skills and knowledge?
Our most successful associates demonstrate these qualities every day.
The primary duties of theMember Contact Center Manager I are:
• Provides effective leadership and guidance to all MCC associates by monitoring performance, providing affirming and constructive feedback, administering annual performance evaluations and administering corrective disciplinary actions as necessary.
• In conjunction with Human Resources, conducts interviewing, hiring, and administers any disciplinary actions with associates, up to and including termination.
• Monitors sales/service quotas and goals of the department. Establishes sales/service quotas and goals for subordinate supervisor teams and front line agents based on department quotas and goals.
• Assists in the creation of the budget; manages to a functional budget.
• Analyzes timely and accurate reports in support of the contact center operation ( e.g. Agent Activity Reports; Skill Group Activity Reports; Average Speed of Answer Reports, Monthly Activity and Revenue Reports, Department Sales Incentive Program Reports, etc.) and takes action to address areas needing improvement as well as recognizing associates for outstanding performance.
• Fully understands and can accurately interpret Club policy to answer member and associate questions. Provides members with all necessary instructions and information to ensure a complete understanding of AAA benefits and services.
• Using sound business judgment makes decisions regarding policy exceptions and resolving member concerns within defined scope of responsibility.
Minimum Qualifications:
• Ability to manage diverse functions and effectively motivate staff, work with all levels of associates, and possess a strong managerial and technical background at a level normally acquired through the completion of a Bachelor's Degree or equivalent combination of education and experience, with a minimum of four years supervisory experience in a high-volume, customer service environment.
• Effective organizational, interpersonal and communication skills (oral and written) to enable accurate completion of assignments and constructive interaction with others at all levels.
• Ability to work overtime as necessitated by weather and/or business conditions.
• Meets departmental attendance requirements.
Why Join Us?
AAA is a great place to work. We provide a stable working environment with challenging and exciting career opportunities. To the qualified candidate, we offer:
• A competitive salary of $71,100 - $76,000/dependent on experience
• Eligibility for incentive plan
• Comprehensive benefit package including, but not limited to: 3+ weeks of Paid Time Off during the first year, 401k plan with employer match up to 7%, Health & Life Insurance, Tuition Reimbursement, and a complimentary AAA Premier Membership.
Applicants have rights under Federal Employment Laws:
The Equal Employment Opportunity (EEO)
The Employee Polygraph Protection Act (EPPA)
The Family and Medical Leave Act (FMLA)