Supervisor l, Roadside Assistance Contact Center (2nd Shift)

\*\*This is a work from home position\*\* **Candidates MUST live within one of the following states to be considered:** ·Connecticut ·Delaware ·Indiana ·Kansas ·Kentucky ·Maryland ·New Jersey ·Ohio ·Oklahoma ·Pennsylvania ·South Dakota ·Virginia ·Washington, DC ·West Virginia **Why work for AAA Club Alliance?** - Work from home. - Computer equipment provided. - 6 Paid Company Holidays plus 2 floating Holidays - Paid virtual training. - Company- wide Career mobility opportunities - Nearly 4 weeks of Paid Time Off in addition to paid Holidays **In addition, we also offer:** - Competitive Hourly Rate: *The starting base compensation for this position is $19.95 to $35.94 hourly. \*\***The base pay range shown is a guideline for compensation and ultimate salary offered will be based on factors such as applicant experience and geographic location.\*\**** - Shift Differential for 2nd Shift - 8% - Eligibility for annual merit increases - Medical, Dental, Vision and Prescription coverage - FREE Life Insurance - Disability Insurance - Supplemental Insurances - 401(k) plan with company match up to 7%. - FREE AAA Premier membership - Auto repair, travel, and merchandise discount - Tuition reimbursement​ **The Schedule You Will Be Assigned (in Eastern Standard Time):Sunday: OFFMonday: OFF** **Tuesday: 4pm to 12amWednesday: 4pm to 12am** **Thursday: 4pm to 12amFriday: 4pm to 12am** The Supervisor l, Roadside Assistance Contact Center, is responsible for leading and coordinating the activities of a team of Roadside Assistance (RA) associates in a multi-channel Roadside Assistance Contact Center (RACC) which prioritizes Member safety. The Supervisor is responsible for daily operations and provides direction, coaching and development to their team ensuring that the Contact Center meets or exceeds established safety and service goals. Additionally, the supervisor ensures the team supports Membership and ensures cross trained agents can fully support Membership sales products and achieve sales goals. **In addition, Supervisor l, Roadside Assistance Contact Center also:** - Ensure RA Contact Center Associates can fully deliver on Member requests for roadside service and assistance in a timely and safe manner for members. - Ensure Associates handle Member interactions effectively and with empathy for the situation keeping in mind at all time Member safety. - Triage Member’s situation dispatching appropriate service needed, inform on timing, and ensure members are safe. - Ensure selected RA team Associates are cross-trained and can support Membership with knowledge of diverse portfolio of Club products & services including membership levels and benefits. - Identify training and development needs among the staff and works with the Department Manager/Director and trainer to ensure those needs are addressed. - Conduct effective coaching sessions. - Manage virtual associates working in a home-based environment. - Ensure Members are provided timely service by monitoring workload and phone queues for efficient use of resources and associate production. Work with Forecasting & Scheduling (F&S) Department to adjust and maximize agent adherence and availability. - Provide regular feedback to team members and manages the day-to-day performance of 15 to 20 Associates. Coach associates on customer service, quality, sales and phone skills in order to meet department and company goals. - Work with HR and the department Manager to administer progressive disciplinary process when warranted; communicate directly with the involved associate. - Assist with interviewing job candidates and provides input in the completion of performance evaluations. - Monitor call volume and live staffing reports to ensure prompt service and avoid delays in the answering of Member calls. Use judgement to resolve service or operational issues. - Promptly record and react to staff absences including procuring overtime/additional staffing for another shift if staffing shortfall warrants.…