Manager of ERS Call Centers

We are looking for an experienced, career minded Manager to join our York, PA office. This position will oversee and set the daily standard for two symbiotic call centers; a team of Primary Call Takers and Dispatch Call Takers who provide a direct line of communication to our members and our service facilities within the Emergency Road Service (ERS) department. You will monitor their performance to create an environment of professionalism and accountability ensuring that all of our policies are being followed. Your call centers will work in close coordination with our members, our facilities and ERS departments in other AAA clubs to provide the highest levels of member service.

Skills:

• Strong work ethic that can lead a team by example.
• History of effectively managing teams in a complex, fast paced and sometimes high stress environment.
• Excellent communication, organizational, analytical, and interpersonal skills.
• Comfortable dealing with the public in stressful situations and the ability to coach your staff to do the same.
• Flexibility to respond to changing needs and the ability to problem solve.
• Ability to work well under pressure with competing priorities and deadlines.
• Proficient computer skills in analyzing call center data and generating reports (Microsoft and other platforms).

What AAA Southern Pennsylvania Offers:

• Competitive compensation package.
• Comprehensive benefits package including: Medical, Dental, Vision, Life Insurance, Disability Coverage, 401(k) with Employer contribution, and more.

AAA Southern Pennsylvania is an Equal Opportunity Employer

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Disability insurance
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Ability to commute/relocate:

• York, PA 17402: Reliably commute or planning to relocate before starting work (Required)

Education:

• High school or equivalent (Required)

Experience:

• Call center management: 1 year (Required)

Work Location: In person