Remote Call Center Supervisor - 3rd Shift (Providence, RI Area)

Join Our Team at AAA Northeast!

We're seeking a highly motivated and experienced Call Center Supervisor to lead our 3rd shift team in delivering exceptional customer experiences. As a remote supervisor, you will oversee the daily activities of our road service call center, ensuring compliance with AAA National standards for service quality and driving continuous improvement.

Job Summary:

In this key role, you will manage the daily operations of our road service call center, including call receiving and dispatch functions, staffing, and performance management. You will work closely with our external operations team to establish effective servicing protocols and procedures, identify opportunities for process improvements, and champion our Five-Diamond Service standards to ensure a "Totally Satisfied Member Experience".

Key Responsibilities:

• Manage daily call center activities, including workflow demands, staffing levels, and performance management
• Establish and execute operating procedures to achieve strategic objectives and national accreditation requirements
• Champion Five-Diamond Service and design, implement, and execute employee programs and incentives to drive exceptional customer experiences
• Guide employee development efforts, identify training needs, and approve training modules to ensure innovative approaches and up-to-date information
• Demonstrate a sense of urgency in resolving road service issues, identify repeat occurrences, and formulate and execute solutions
• Assess technology performance, capabilities, and needs, and partner with technical support staff to maximize efficiency and troubleshoot recurring problems

What We Offer:

• Competitive salary range: $55,000 - $62,500 per year
• Opportunity to work with a top employer and best place to work in the Northeast
• Remote work arrangement with flexible scheduling (Tuesday - Saturday, 10:30pm - 7:00am)
• Comprehensive benefits package and opportunities for career growth and development

Requirements:

• Bachelor's Degree preferred
• Minimum of 5 years' experience managing a complex call center in a service-oriented environment
• High-speed internet access with minimum internet speed requirements
• Ability to work in a remote environment and meet specific work-from-home requirements

Our Culture:

At AAA Northeast, we're proud of our diverse culture and commitment to giving back to the community. We're an equal opportunity employer and welcome applications from talented individuals who share our values and passion for delivering exceptional customer experiences.

How to Apply:

If you're a motivated and experienced call center professional looking for a new challenge, please submit your application today. Apply Now