Call Center Supervisor

AAA East Central has an in-office opportunity for a Dispatch Call Center Supervisor based in Pittsburgh, PA.

Schedule

2:30pm - 11:00pm

About the role

Plans, schedules and directly supervises the daily activities and operations of the Call Center on assigned shift and performs various administrative functions to ensure customer satisfaction. Monitors workloads and assignments, changes priorities and schedules as needed to assure customer service calls are completed in an efficient and timely manner as measured by customer satisfaction standards. Resolves escalated service issues.

Requirements

• Previous supervisory experience and demonstrated ability to supervise and train employees, including organizing, prioritizing, and scheduling work assignments
• Working knowledge of computer-aided dispatch operations
• Ability to analyze and solve problems
• Ability to multi-task and work in a fast-paced environment
• Strong interpersonal skills and the ability to work effectively with a wide range of customers, adapting style to meet business needs
• Ability to drive issues through to resolution; highly professional and business-like in communications and interactions with internal staff and external customers
• Demonstrated ability to communicate effectively, both orally and in writing
• Ability to make sound and effective administrative or procedural decisions and judgments
• Knowledge of geographic area and the ability to read maps
• Post-secondary course work or education preferred with at least 3 years of work related to job responsibilities

Benefits

• Health coverage for medical, dental, vision
• 401(K) saving plans with company match
• Tuition assistance
• Floating holidays and PTO for community volunteer programs
• Paid parental leave
• Wellness programs
• Employee discounts (membership, insurance, travel, entertainment, services and more!)