Supervisor l, Roadside Assistance Contact Center (2nd Shift)

In addition, Supervisor l, Roadside Assistance Contact Center also:

• Ensure RA Contact Center Associates can fully deliver on Member requests for roadside service and assistance in a timely and safe manner for members.

• Ensure Associates handle Member interactions effectively and with empathy for the situation keeping in mind at all time Member safety.

• Triage Member’s situation dispatching appropriate service needed, inform on timing, and ensure members are safe.

• Ensure selected RA team Associates are cross-trained and can support Membership with knowledge of diverse portfolio of Club products & services including membership levels and benefits.

• Identify training and development needs among the staff and works with the Department Manager/Director and trainer to ensure those needs are addressed.

• Conduct effective coaching sessions.

• Manage virtual associates working in a home-based environment.

• Ensure Members are provided timely service by monitoring workload and phone queues for efficient use of resources and associate production. Work with Forecasting & Scheduling (F&S) Department to adjust and maximize agent adherence and availability.

• Provide regular feedback to team members and manages the day-to-day performance of 15 to 20 Associates. Coach associates on customer service, quality, sales and phone skills in order to meet department and company goals.

• Work with HR and the department Manager to administer progressive disciplinary process when warranted; communicate directly with the involved associate.

• Assist with interviewing job candidates and provides input in the completion of performance evaluations.

• Monitor call volume and live staffing reports to ensure prompt service and avoid delays in the answering of Member calls. Use judgement to resolve service or operational issues.

• Promptly record and react to staff absences including procuring overtime/additional staffing for another shift if staffing shortfall warrants. Notify manager and F&S department of any ongoing staffing issues.

• Work to ensure that service metrics are achieved during assigned shift.

• Handle escalated Member calls resolving the situation to ensure Member safety, satisfaction and effective utilization of Company resources. Move sensitive or complex issues to higher level.

• Other duties as assigned.

Do you have what it takes to be a Roadside Assistance Contact Center Supervisor:

• High school diploma.

• 4+ years of high-volume customer service experience.  Exposure to supervisory tasks a plus.

• 2+ years of high-volume call center experience.

• Ability to obtain appropriate licensing for sales and service as required within 1 year of hire.

• Ability to utilize analytical and problem-solving skills.

• Effective organization, interpersonal and communication (oral and written) skills. Ability to handle and resolve escalated member issues.

• Ability to apply sound business judgment to resolve service or operational issues.

• Ability to effectively and professionally interact with associates and members.

• Working knowledge of Windows-based computer applications.  Familiarity with web-based applications.

• Knowledge of geography, routing and directions.

#LI-Remote #US

Full time Associates are offered a comprehensive benefits package that includes:

• Medical, Dental, and Vision plan options
• Up to 2 weeks Paid parental leave 
• 401k plan with company match up to 7%
• 2+ weeks of PTO within your first year
• Paid company holidays
• Company provided volunteer opportunities + 1 volunteer day per year
• Free AAA Membership
• Continual learning reimbursement up to $5,250 per year
• And MORE! Check out our Benefits Page for more information

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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