Call Center Team Manager

This position is responsible for people, operations, financial, cost, and project management of the working group, as well as the development of office business plans and strategies designed to meet the needs of members, insureds and the call center. This position ensures courteous, efficient service is provided to members consistent with the objectives, goals, and policies of the Automobile Club at corporate, business unit and departmental levels, and also ensures the Call Center is in compliance with organizational and business unit procedures, and practices.

In addition, the position collaborates with the Site Manager, Operations Manager, Group Manager, and other business unit management to develop strategy, initiatives, and implementation processes to achieve organizational goals.

Provide coaching and development to supervisory staff to ensure continual education and enrichment. Ensure supervisors are current on all changes in policy and procedures. Foster an understanding of immediate service issues to maintain total member satisfaction. Ensure employee development is achieved through coaching, monitoring, and training conducted by supervisors. Communicate with employees by conducting individual and group meetings encouraging employees to support culture and values, embrace changes, as well as to foster discussion on current policies, procedures, objectives, and goals.

Create an operating environment conducive to high employee satisfaction, employee development/growth with respect and dignity for all employees. Provide leadership, direction, and oversight to Team Supervisors. Schedule and/or assign work through business unit supervision. Set performance priorities for the section to ensure member satisfaction levels improve/remain high while proactively maintaining a safe working environment. Work with Site Manager to develop and implement local strategies and business plans designed to improve service delivery and member satisfaction in the most cost-effective manner.

In conjunction with Work Force Management, develop growth projections and operational capacity plans based on organizational, membership, and economic trends and analysis of internal and external data. Direct projects and goals and objectives as assigned on behalf of business unit. Prepare operating expense budgets, monthly reconciliation/variance, and expense forecasts for assigned section. Communicate operational and financial results to Site Manager on a regular basis.

Conduct corrective counseling of employees designed to improve employee performance or to correct failures to meet Club and departmental standards. Escalate to Site Manager if necessary. Ensure compliance with appropriate Club and legal requirements. Responsible for implementing work-place safety programs. Analyze service levels, trends, forecasts, staffing, and suggestions from employees, and other Club personnel, etc. to ensure a consistently high standard of member service and ensure corrective action is implemented to achieve goals.

Analyze section performance data and undertake action plans to correct deficiencies. Monitor and analyze communication needs to ensure maximum utilization of staff and equipment. Recommend and implement changes as necessary. Align staff to achieve business objectives. Establish and maintain working relationships with other business units and vendors that foster achievement of corporate objectives. Interview, screen, and hire supervisors as replacements or additions to staff, as well as direct promotions and terminations.

Review approval requests for changes in staffing and forward to next appropriate approval level. Review hiring decisions by supervisors. Maintain knowledge of and determine future needs for call center management systems, call volume, trends, and staffing requirements. Evaluate needs, make recommendations, and justify software enhancements or hardware purchases for computer systems. Support the organizational commitment to on-going leadership development through annual completion of “Leadership Development Units,” including but not limited to live call taking.

Develop, train and maintain local contingency and disaster-readiness plans for any emergency affecting office operations, computer systems, member service, or employee safety. Work is performed with only minimal guidance and requires extensive knowledge in established call center practices, techniques and methods. Work…