Supervisor, Travel Contact Center

AAA Club Alliance is seeking a Supervisor l, Travel Contact Center! This position will supervise Associates and oversees daily operations in a fast-paced 24/7 environment.  The role provides direct supervision and development of all TCC Associates.  Monitor, mentor, and support the Contact Center staff in all aspects of daily operations to ensure that all established production, service level, and business objectives are met or exceeded while providing superior customer service to AAA Members.  Provide leadership, guidance, coaching, and development of Travel Contact Center Associates.  Handle escalated travel issues and ensure delivery of extraordinary Member service, the achievement of Total Member Satisfaction, and other departmental goals.  Maintain excellent relations with internal departments, travel vendors, and other business partners.

**This is a work from home position, candidates must live within one of these territories to be considered: ·Connecticut ·Delaware ·Indiana ·Kentucky ·Maryland ·New Jersey Oklahoma ·Pennsylvania ·South Dakota ·West Virginia)**

Work Schedule: 1st Shift, 9:30 a.m. - 6: p.m. Tue - Fri and 9:00 a.m. 4:00 p.m. on Saturdays. All hours are EST.

Training Requirement: Training is paid and will take place virtually, Monday - Friday (9:00 a.m. - 5:30 p.m. EST) for the first 5-7 weeks. Must be able to attend ALL training. Work schedule will begin after training is completed. All training is paid.

Why work for AAA Club Alliance?

• Fully remote/work from home.

• Computer equipment provided.

• Almost 4 weeks of Paid Time Off, plus 6 paid company holidays and 2 floating holidays.

• Paid Training (all virtual)

• Company-wide Career mobility opportunities

What AAA can provide you:

• A starting rate of $20.62 - $30.00/hr. The base pay range shown is a guideline for compensation and ultimate salary offered will be based on factors such as geographic location and experience.

• Medical, Dental, Vision and Prescription coverage

• 401(k) plan with company match up to 7%

•  FREE AAA Premier Membership.

•  FREE Life Insurance.

•  Auto repair, travel, and merchandise discount

•  Tuition reimbursement

•  Disability Insurance

•  Supplemental Insurances

•  Pet Insurance

•  Legal Insurance and so much more!

MAJOR JOB FUNCTIONS, DUTIES AND RESPONSIBILITIES  (List in order of importance)

• Identify training and development needs among the staff and work with the department Manager and Trainer to ensure those needs are addressed.

• In conjunction with Human Resources and Department Manager, conduct interviewing, hiring, and administer any disciplinary actions with Associates, up to and including termination.

• Coach and provide regular feedback that is instrumental in developing the Contact Center Associates’ travel knowledge as well as sales, customer service, technical, and phone skills.

• Real-time oversight of the TCC operation to ensure efficient use of resources and address opportunities to improve performance to ensure prompt service and avoid delays in servicing Member communications (phone, web chat, leads, etc.).

• Use sound business judgment to resolve service or operational issues.  Keep the department Manager informed of outstanding departmental issues and team performance.

• Monitor and interpret call volume and staffing reports to plan for adequate staffing needs in advance. Analyze agents’ monthly reports to ensure departmental quality, production, and all TCC/Organizational performance goals are achieved.

• Assist Contact Center Associates and leadership team in resolving travel issues and complex travel requests.

• Work with the department Manager to ensure effective and efficient communication and implementation of service procedures to provide exceptional service to Members.  Ensure that Department of Transportation, PCI, auditing, and other travel accounting policies and procedures are followed.

• Work with vendor representatives to ensure prompt resolution to Member complaints and any booking issues.

• Ensure prompt Member First resolution to meet/exceed Member expectations and organizational business goals.

• Supervise use of ACA platforms to ensure the prompt, accurate, and professional response to all Member contact points (phone, e-mail, chat, etc.).

• Ability to serve on internal committees and contribute on projects as needed.

• Other duties as assigned.

JOB REQUIREMENTS/QUALIFICATIONS (Education/Training, Experience and Certifications)

• High school diploma or equivalent.

• 4 years of experience in travel sales and service and/or 2 years of supervisory experience in a fast-paced contact center or travel operation, preferred. 

• Achievement of Certified Travel Agent (CTA) within 2 years.

KNOWLEDGE SKILLS AND ABILITIES (Those necessary for competent performance of the job)

• In depth knowledge of Apollo or other GDS, Leisure Shopper, Viewpoint, and scripting applications.

• Effective working knowledge of Windows-based computer applications.

• Ability to effectively interact with Associates and Members in a professional manner.

• Possess analytical and problem-solving skills to provide the necessary guidance and assistance to Contact Center Associates. 

• Effective organizational, interpersonal, and communication (oral and written) skills to enable accurate completion of reports as well as communications to Members, vendors, staff and internal departments.

• Ability to flex work schedule based upon the needs of the business, including working weekends, evenings, weather events, holidays, and cover “on-call” hours.    

• Working knowledge of auditing and travel accounting policies and procedures.

• Demonstrated ability to handle Human Resources issues of a sensitive nature, including terminations.

• Demonstrated ability to train and coach frontline Associates to achieve departmental quality, production, and all departmental/Organizational performance goals.

• In depth knowledge of ACA Systems and the supervisory reporting functions is preferred.

#LI-Remote #US

ACA is an equal opportunity employer and complies with all applicable federal, state, and local employment practices laws. At ACA, we are committed to cultivating a welcoming and inclusive workplace of team members with diverse backgrounds and experiences to enable us to meet our goals and support our values while serving our Members and customers.  We strive to attract and retain candidates with a passion for their work and we encourage all qualified individuals to apply.  It is ACA’s policy to employ the best qualified individuals available for all positions. Hiring decisions are based upon ACA’s operating needs, and applicant qualifications including, but not limited to, experience, skills, ability, availability, cooperation, and job performance.

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