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Supervisor, Call Center Operations (remote)

Company: AAA Northeast
Location: Wayne
Posted on: November 19, 2022

Job Description:


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.

Under general direction, plans, organizes, directs, and monitors the daily work activities of a group of employees who respond to calls and arrange emergency road service for AAA members. Using independent judgement, makes decisions which affect member satisfaction and exercises authority to resolve problems.


Supervising the activities of assigned staff, the incumbent ensures that AAA policies, practices and procedures are followed; ensures adequate staff coverage at all times, coordinates employee lunch and break schedules to meet department staffing needs; alerts the manager of any staffing problems and makes decisions to assure necessary coverage.

Makes decisions and resolves problems, using AAA's Five Diamond service standards in the handling of unique circumstances and member complaints; assists staff in resolving member problems; advises members of AAA policies and utilizes all available resources to provide positive alternatives to resolving conflicts; authorizes expectations to such policies.

During specified time periods, is responsible and accountable for achieving telephone speed of answer and service response time targets.

Interviews, makes hiring recommendation, trains, and evaluates the performance of call counselors and dispatchers; instructs subordinates on new and revised policies and procedures.

Recognizes and assesses equipment malfunctions; determines the magnitude of the problem; communicates information to the appropriate person; implements contingency measures when required. Adheres to building security procedures, ascertaining that only authorize staff are admitted into the building.

Uses available report data and computer printouts to monitor performance of subordinates and provide feedback on a consistent basis.

Teams with the ERS field staff to ensure that targeted response time goals are achieved; teams with other ERS supervisors to analyze and improve upon ERS service delivery.

Monitors compliance to AAA five Diamond service standards, ensuring that subordinates maintain a professional and courteous manner in all member contacts. Monitors dispatchers to ensure maximum use of AAA vehicles and provision of timely service to members.

Assists the Manager in formulating and recommending changes in policy and procedure and in setting department and individual productivity goals.

Responsible for working safely and overseeing safety policies and procedures that affect employees on the job.

Performs other related job duties as needed. Performs job duties according to department policies, procedures and practices.

Other duties as assigned.



Associates degree required or 3-4 Years of additional relevant work experienceExperience:

Supervisory experience preferredSkills:

Supervisory abilitiesCommunication skills with the ability to develop and maintain a team atmosphereAbility to remain calm under pressureOrganizational skillsAbility to adapt to changing priorities and conditions / handle multiple tasks simultaneouslyProblem solving skillsIntermediate computer knowledge with current software applications

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Job LocationsUS-NY-Utica - US-RI-Providence - US-NJ-Wayne - US-MA-West Springfield

ID 2022-6967

Category Customer Experience

Type Full Time Employee

Employment Type Regular Employee - (REG)

Work Schedule Sunday-Thursday 3:30pm-12:00am

Keywords: AAA Northeast, Wayne , Supervisor, Call Center Operations (remote), Other , Wayne, New Jersey

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