Job description
Overview:
Oversees the day-to-day activities of the Membership Call Center staff, including inbound, outbound and customer service functions; manages performance of all Call Center staff, maintaining focus on business line goals for sales, member satisfaction and membership growth; makes recommendations to management regarding staffing needs, incentives, and workflow procedures. Responsibilities:
Oversees daily activities in the Membership Call Center, ensuring the AAA Five Diamond tradition of "helping and serving" in delivery of all customer service; manages staff to maximize opportunities for achieving membership growth goals; communicates with staff regarding sales targets and associated incentives, ensuring that department sales goals are met.
Ensures department adherence to all AAA policies and procedures, emphasizing stewardship of the AAA brand legacy; utilizes all possible resources to ensure positive outcomes in resolving problems; authorizes exceptions to policy.
Oversees the performance management of all Call Center employees; interviews prospective employees and makes hiring recommendations; ensures employees are fully trained, equipping employees with knowledge of all AAA products and services; emphasizes the importance of cross-selling all AAA products and services; assesses performance and writes all performance appraisals; handles any disciplinary concerns according to Progressive Counseling guidelines.
Identifies opportunities to establish new procedures to maximize service delivery in Call Center; makes recommendations to management; ensures adequate staff coverage to handle workflow; coordinates the fair and equal distribution of leads, past due memberships, and return calls.
Ensures department deadlines are met; oversees timely and accurate completion of daily, weekly and monthly sales reports for review by management staff.
Provides budget or cost information to management as required; designs and administers Call Center incentive.
Builds professional relationships with subordinates, coworkers and members.
Performs other job-related duties as required. Qualifications:
Eligible applicants must live within the AAA Northeast footprint to be considered for work from home opportunities. This includes RI, MA, CT, NY & NJ. You have applied to a work from home position, and as such, you will be required to meet specific work from home requirements to support the business needs of AAA. This includes high speed internet access with minimum internet speed requirements.
Oversees the day-to-day activities of the Membership Call Center staff, including inbound, outbound and customer service functions; manages performance of all Call Center staff, maintaining focus on business line goals for sales, member satisfaction and membership growth; makes recommendations to management regarding staffing needs, incentives, and workflow procedures.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
Oversees daily activities in the Membership Call Center, ensuring the AAA Five Diamond tradition of "helping and serving" in delivery of all customer service; manages staff to maximize opportunities for achieving membership growth goals; communicates with staff regarding sales targets and associated incentives, ensuring that department sales goals are met.
Ensures department adherence to all AAA policies and procedures, emphasizing stewardship of the AAA brand legacy; utilizes all possible resources to ensure positive outcomes in resolving problems; authorizes exceptions to policy.
Oversees the performance management of all Call Center employees; interviews prospective employees and makes hiring recommendations; ensures employees are fully trained, equipping employees with knowledge of all AAA products and services; emphasizes the importance of cross-selling all AAA products and services; assesses performance and writes all performance appraisals; handles any disciplinary concerns according to Progressive Counseling guidelines.
Identifies opportunities to establish new procedures to maximize service delivery in Call Center; makes recommendations to management; ensures adequate staff coverage to handle workflow; coordinates the fair and equal distribution of leads, past due memberships, and return calls.
Ensures department deadlines are met; oversees timely and accurate completion of daily, weekly and monthly sales reports for review by management staff.
Provides budget or cost information to management as required; designs and administers Call Center incentive.
Builds professional relationships with subordinates, coworkers and members.
Performs other job-related duties as required.
High school diploma or GED required. A minimum of two years' supervisory experience in a Call Center focusing on sales and service required. Good leadership skills required, with the ability to build relationships and to develop a team atmosphere required. Demonstrated salesmanship required. Strong communication skills, with the ability to accurately convey detailed information to subordinates, members, and coworkers required. Ability to maintain confidentiality. Strong computer background essential, with complete familiarity with the Microsoft Office Platform of products.
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