ABOUT AAA HOOSIER:
Since its creation in 1902, AAA has become one of North America’s largest membership organizations. Today, AAA Hoosier provides roadside assistance, travel services, exclusive member discounts and benefits, and trusted financial and insurance services to nearly 400,000 Hoosiers. To learn more about AAA Hoosier offers, visit AAA.com.
Position Summary:
The Member Services Manager plays a critical role in the Emergency Roadside Services (ERS) operations within AAA Hoosier Motor Club. This role has a responsibility to build and develop a team of highly engaged dispatchers and/or contact center team associates to provide a totally satisfied member experience while rescuing members from their roadside emergencies. This individual is responsible for the daily operations of the team, coaching and development of team members, and working closely with internal and external business partners.
Duties and Responsibilities:
- Provide leadership to up to fifteen (15) team members and manage all aspects of the Member Services Contact Center (MSCC) operations. Perform tasks which include, but are not limited to:
- Creating a work environment with both on-site and work from home team members that fosters a high level of engagement.
- Manages schedules and staffing for assigned team.
- Fulfills leadership responsibilities under the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training the management team as necessary, planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
- Administers action plans to achieve departmental goals within an established timeline.
- Establish, implement, and maintain department systems, procedures, policies, philosophy, and standards of performance.
- Implement AAA National Quality Standards and new AAA Hoosier Motor Club products and services.
- Oversees related internal and external expenses to control costs of operating the department.
- Create and coordinate reports and statistics as required. Oversee the timely and accurate completion of unique projects.
- Function as a liaison between AAA National, AAA Hoosier Motor Club, and other clubs.
- Review the performance of the team members and continually improve the performance metrics, including response time and service availability.
- Collaborate with Field Operations and Fleet to ensure call coverage of all calls in a manner that exceeds our members' expectations.
- Coordinate system maintenance and development with the MIS department to prevent uninterrupted 24-hour quality service to members.
- Perform additional tasks as requested by management.
Hours: This is a salaried position, and while hours may vary based on business needs, the typical schedule will be Thursday through Monday, 3:30 p.m. to 12:30 a.m.
Education and/or Experience:
Bachelor’s degree from a four (4) year college or university; or five (5) years of related experience and/or any equivalent combination of education and experience. Thorough knowledge of Communication Centers; Dispatching functions; Customer Service or Sales is preferred.
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