Director, Customer Interaction Center - Travel

AAA Auto Club Tampa , FL 33602

Posted 2 months ago

Overview:

We are seeking an experienced leader for our Travel Call Center (Customer Interaction Center). It is our mission to strengthen the member relationship and help AAA member enjoy life's journey by providing innovative travel solutions and distinctive benefits that our members love.

This highly-visible role will have the opportunity to build our travel business and strengthen our membership by supporting our efforts in:

  • Sales and service support leading to significant growth opportunity

  • Growing our expertise in key travel products and services within a team-selling environment

  • Offering a single point of contact for easy member access and efficiency in marketing

The right individual for this role will be expected to build our travel agent talent, optimize best practices, and manage programs that support field productivity and the digital member experience.

Primary Duties and Responsibilities:

We are seeking someone who can:

  • Be responsible for the cost effective administration and operation of the Travel Call Center in Tampa, Florida.

  • Establish standard of sales and service delivery for a fast paced, high volume customer focused call center environment.

  • Manage the selection, hiring, training, development, coaching and counseling of customer interaction center staff.

  • Ensure that established service standards are met.

  • Establish processes for improving customer satisfaction within customer interaction centers.

  • Apply "Best Practices" knowledge of policies, procedures, concepts, and analytical techniques for managing customer interaction centers.

  • Facilitate the success of teams within the area by providing timely information, adequate resources, and by removing obstacles to success.

  • Monitor member/customer needs and expectations.

  • Study, analyze and evaluate information to draw conclusions, make recommendations and decisions about the level of service quality within the customer interaction center.

  • Solve problems by identifying the problems, determining and coordinating the resources, reviewing recommendations regarding solutions and taking the appropriate action.

In addition, they will be expected to:

  • Develop strategies for the customer interaction center location(s) and makes recommendations to achieve the overall objectives of providing superior customer service to AAA members.

  • Establish short, intermediate and long term plans, regularly review and analyze events critical to the completion and attainment of corporate goals and objectives.

  • Analyze and interpret statistical data to assist in problem solving (e.g. scheduling, forecasting, staffing), and to ensure service levels are consistently met.

  • Assemble and manage departmental budget. Make corrections, improvements and modifications as necessary to meet operating objectives and financial goals.

  • Monitor compliance with all licensing regulatory requirements for staff.

  • Research and recommend new and innovative, cost-effective ways/technology to achieve departmental and corporate goals.

Preferred Qualifications:

  • Experience at a senior management level within a high volume customer interaction environment.

  • Strong preference for travel industry experience

Work Environment:

Works in a temperature controlled office environment.

Required Qualifications:

  • Bachelor's degree or equivalent in Business Administration, Management or related field or equivalent work experience.

Experience:

Demonstrated managerial experience in a highly customer focused, customer interaction center environment.

  • strategic planning

  • analyzing and problem solving

  • organization and planning

  • budget preparation

  • decision making

  • leadership

  • team building

  • project management

  • Demonstrated experience in a multi-channel customer access environment.

Ability to:

  • work under pressure
  • communicate effectively with others in the internal and external work environment
  • prepare and present activity reports and statistics to all levels of management
  • coordinate activities of teams of multiple levels

Knowledge and understanding of:

  • best practices in customer interaction center management to include quality sales and service delivery
  • sophisticated call center technologies and their effective implementation in a high volume customer contact environment
  • best practice analytics used to measure the effectiveness and efficiency of multiple channels within a customer interaction center
  • motivational techniques used in customer interaction centers to promote effective performance

Strong written and oral communication skills.

May work long and irregular hours.

The Auto Club Group offers a competitive compensation and benefits package including a base salary with performance based incentives; medical/dental/vision insurance, 401(k), generous time off, a complimentary AAA Membership and much more!

Important Note: The above statements describe the principal and essential functions, but not all functions that may be inherent in the job. This job requires the ability to perform duties contained in the job description for this position, including, but not limited to, the above requirements. Reasonable accommodations will be made for otherwise qualified applicants, as needed, to enable them to fulfill these requirements.

The Auto Club Group, and all of its affiliated companies, is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability or protected veteran status.


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Director, Customer Interaction Center - Travel

AAA Auto Club