Call Center Supervisor - AAA : Job Details

AAA East Central has an in-office opportunity for a Call Center Supervisor based out of the headquarters office in Pittsburgh, PA. The shift for this position is 2:30pm - 11:00pm.

If you are a career-minded, service driven professional looking to join a fast-paced organization then you have come to the right place. AAA is a member service organization affiliated with the national AAA network. With offices across the U.S., we're united by common mission and common values of excellent member service. With a constantly growing membership, we are always welcoming dedicated professionals looking to challenge themselves and build a career within our dynamic organization. You will find that being part of a very successful team is extremely rewarding.

What you can expect:

• Plans, schedules and directly supervises the daily activities and operations of the Call Center on assigned shift and performs various administrative functions to ensure customer satisfaction.
• Monitors workloads and assignments, changes priorities and schedules as needed to assure customer service calls are completed in an efficient and timely manner as measured by customer satisfaction standards.
• Resolves escalated service issues.

What you should bring:

• Previous supervisory experience and demonstrated ability to supervise and train employees, to include organizing, prioritizing, and scheduling work assignments.
• Working knowledge of computer-aided dispatch operations.
• Ability to analyze and solve problems.
• Ability to multi-task and work in a fast-paced environment.
• Strong interpersonal skills and the ability to work effectively with a wide range of customers, adapting style to meet business needs.
• Ability to drive issues through to resolution; highly professional and business-like in communications and interactions with internal staff and external customers.
• Demonstrated ability to communicate effectively, both orally and in writing.
• Ability to make sound and effective administrative or procedural decisions and judgments.
• Knowledge of geographic area and the ability to read maps.
• Post-secondary course work or education preferred with at least 3 years of work related to job responsibilities.

Benefits:

• Extraordinary medical/dental/vision/life benefits
• 401(k) Savings plan with company match
• Tuition assistance
• PTO for community volunteer programs
• Wellness program
• Employee discounts (membership, insurance, travel, entertainment, services and more!)

AAA is an Equal Opportunity Employer