Job description
AAA Club Alliance is looking for a Corporate Travel Omni Channel Supervisor to join our dynamic Corporate Travel team!
This role is responsible for supporting maintenance and upgrades by testing, documenting policies, and leading activities that impact the attainment of strategies, sales and service enhancements.
The Supervisor provides expert level support to the Corporate Travel team on the platform’s features and functions, which are created with supporting tools and resources that enable deployment and activation while creating workflow efficiencies and enabling process improvements for our associates. Execute and communicate system upgrades and changes to business lines and associates. Responsible for the maintenance, configuration and reliable operation of Genesys Cloud. This includes creating and designing job aides to assist with learning and to enhance internal and external operations. This position is responsible for understanding business operations requirements within Corporate Travel, identifying enhancement opportunities while leveraging the Omni channel solution fully.
This position carries a high presence of Real Time Monitoring (RTM) of Corporate Travel calls/email volume. Working closely with the Operations team ensuring Corporate Travel Phone Service metrics are met throughout the day. RTM duties are key in this role to ensure Corporate Travel is meeting our customers’ requirements in phone answering quality, consistency and sustainability. High importance with emphasis on the role regarding RTM will enhance our Customers experience along with following our AAA Brand Standards.
This position has flexibility to be hybrid or work from home. You must live within our hiring territory to be considered for this position.
What We Can Offer You:
A competitive salary commensurate based on experience and location
Annual Bonus + Annual Merit Increase Eligibility
Comprehensive health benefits package
3+ weeks of paid time off accrued during your first year
401(K) plan with company match up to 7%
Professional development opportunities and tuition reimbursement
Paid time off to volunteer & company-sponsored volunteer events throughout the year
Other benefits include a free AAA Premier Membership, Health & Wellness Program, Health Concierge Service, Life Insurance and Short Term/Long Term Disability
Key Responsibilities
Consults with Corporate Travel teams to understand requests; provides solutions and recommends business adaptations to setup that solves the strategic imperatives of each area and prioritize need.
Provides expertise for Genesys technology for Corporate Travel.
Participates in various projects to implement Genesys technology solutions.
Interacts directly with Genesys to review upcoming release notes and submit new feature requests.
Develops and interprets business requirements and partners with technical team to implement channel routing solutions.
Performs research and analysis - recommends solutions to Corporate Travel partners for decisions that influence a positive Customer, Member or Associate experience.
Develops recommendations for improvements with calculated ROI/impact expectations related to the project initiatives.
Designs, documents, tests, implements and maintains more complex Genesys configurations, and business routing logic and strategies for Corporate Travel.
Provides expert level support to users across Corporate Travel.
Leads system upgrades, patch fixes and enhancement deployments, creating and implementing detailed test plans for distribution.
Acts as subject matter expert for Genesys technology for Corporate Travel.
Manages day-to-day tasks of Real Time Monitoring (RTM) of calls and skill changes as needed to ensure service metrics are met. Includes email workload and distribution overview.
Assists frontline associates with Genesys phone issues. Opens tickets on associate’s behalf to support, track and trend.
Serves as the point person to work with Work Force partners to ensure Corporate Travel scheduling needs are met, ensuring IEX or tools used for all Corporate Travel scheduling needs. This covers the Corporate Travel 24/7 environment of schedules, including bids, PTO bids, PTO request, holiday bids, etc.
Interacts with the Corporate Travel Operations Team to ensure WFM steps are followed to ensure a smooth operation overall.
Minimum Qualifications:
Bachelor’s degree; equivalent experience may be considered in lieu of degree.
3-5+ years applicable experience
Strong experience with telecom platforms.
Required Skills/Competencies
Strong understanding of deeper level system capabilities related to integrations and third party add-ins.
Technical and process expert. Must be able to explain technical detail and provide guidance to internal stakeholders.
Detail oriented and technically savvy.
Strong analytical and presentation skills.
AAA Club Alliance (ACA) is an equal opportunity employer.
Our investment in Diversity, Equity, and Inclusion:
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, regardless of race, color , gender, identity, veteran status, sexual orientation, physical ability or national origin, to apply.
Job Category:
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