Call Center Supervisor MSC

AAA • Coppell, TX

1d

About The Position

The Membership Services Supervisor ensures effective service to members and manages people while overseeing operations, projects, and activities affecting the business unit. The role supervises membership services call center employees and is responsible for day-to-day operations and performance objectives, including delivery of membership products and services, internal operational controls, and service quality. The supervisor may assume responsibility for all service and operational activities in a Team Manager’s absence.

The position requires extensive knowledge of established call center practices and coaching techniques. It exercises discretion and independent judgment to balance corporate needs with member satisfaction, maintain appropriate precedent, develop employee performance, resolve escalated service matters, and assess internal applicants for promotion. The role also supports leadership development, employee relations, compliance, emergency readiness, and continuity of member service.

Requirements

• Bachelor’s degree or equivalent combination of education and experience.
• Four to six years of Member Service Center experience.
• Ability to work independently with minimal supervision.
• Personal and professional drive to succeed, an enterprising spirit, and sound judgment.
• Professional verbal and written communication skills.
• General management, organizational, and time-management skills.
• Proven ability to negotiate and resolve escalated complaints.
• Knowledge of call center management applications, industry standards and requirements, automatic call distribution technology, workforce management software, service quality assurance programs, and organizational best practices.
• Comprehensive knowledge and experience with MRM Portal, TripTik Planner, Apollo/Galileo, Travel Portal, and DCS.
• Advanced competency in training for Membership, Automotive Services, DMV, Auto Travel, Auto Club Driving School, and Reservations.
• Strong coaching, interpersonal, presentation, and leadership skills, including the ability to motivate employees toward a goal.
• Current knowledge of Human Resources practices, including wage and hour requirements and labor law.
• Proficiency with Microsoft Office products, including Outlook, Word, Excel, and PowerPoint.
• Ability to travel for training and meetings and participate on committees.
• Ability to be on-call and available 24 hours a day, seven days a week.

Responsibilities

• Supervise, coach, develop, and motivate membership services call center employees to deliver customer service, comply with Club policies, and understand products and services.
• Conduct regular call calibrations, identify best practices and improvement opportunities, and promote first-call resolution and accurate processing of membership changes.
• Develop employees’ ability to educate members about products and services and recommend appropriate offerings.
• Use metric reports to improve agent performance and achieve service quality, growth, efficiency, and applicable revenue goals.
• Communicate with employees through individual and group meetings about culture, values, changes, policies, procedures, objectives, and goals.
• Foster employee satisfaction, development, and retention.
• Resolve escalated service issues and direct staff in handling member concerns; take escalated calls when needed and coach employees to help prevent future escalations.
• Assist with the department’s Escalation Line and Help Lines when scheduled.
• Manage employee schedule adherence and coordinate with Workforce Management on offline activities and staffing forecasts.
• Keep team members current on membership products, accounting and membership guidelines, and system and technology updates; serve as a subject matter expert in membership products.
• Evaluate employee performance and training needs, recommend training improvements, identify development opportunities, conduct performance appraisals, recognize progress, take corrective action, and deliver terminations when necessary.
• Mentor and coach new employees, coordinate with onboarding supervisors and management, and address skill, knowledge, and system concerns.
• Support candidate interviews and hiring recommendations as needed, and support department employees during management absences.
• Analyze and report on operating activities, participate in committees, identify service trends, and report on service quality, staff performance, and action items at management meetings.
• Conduct audits and procedural examinations to ensure compliance with Club policy, safety procedures, and federal and state labor laws; approve required reports.
• Investigate employee relations matters and communicate with Human Resources; assist employees with benefits and service programs.
• Complete required compliance and leadership development courses and ensure compliance with contingency and disaster-readiness plans.
• Travel to off-site business meetings or conferences occasionally, and be available on-call 24 hours a day, seven days a week.

Benefits

• Medical, dental, and vision health coverage
• 401(k) savings plan with company match
• Pension
• Tuition assistance
• Floating holidays
• PTO for community volunteer programs
• Paid parental leave
• Wellness programs
• Employee discounts on membership, insurance, travel, entertainment, services, and more

What This Job Offers

• Job Type: Full-time
• Career Level: Manager