Call Center Team Manager

AAA

. Manage people, operations, financial, cost, and project management for the working group .

Posted 10/9/2026full-timeUnited StatesSeniorLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong leadership and management capabilities in overseeing call center operations, ensuring compliance with industry standards, and enhancing member service delivery. Proficient in financial management, strategic planning, and workforce management to drive operational efficiency and member satisfaction.

Highest-signal resume keywords

Call Center ManagementFinancial ManagementWorkforce Management SoftwareHuman Resources PracticesProfessional Communication Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Project ManagementBudget PreparationService Quality AssuranceData AnalysisStaffing and Recruitment

Soft Skills

LeadershipNegotiationOrganizational SkillsTime ManagementConflict Resolution

Tools & Technologies

Microsoft OfficeCall Center Management ApplicationsAutomatic Call Distribution Technology

Certifications & Qualifications

Valid Driver's License

Industry Keywords

Customer ServiceOperational Capacity PlanningComplianceDisaster-Readiness PlansMember Satisfaction

About the role

Key responsibilities & impact

Manage people, operations, financial, cost, and project management for the working group
Develop office business plans and strategies to meet member, insured, and call center needs
Ensure courteous, efficient member service consistent with Automobile Club objectives, goals, and policies
Ensure Call Center compliance with organizational and business unit procedures and practices
Collaborate with Site Manager, Operations Manager, Group Manager, and other management to develop strategies, initiatives, and implementation processes
Coach and develop supervisory staff and ensure continuing education
Provide leadership, direction, and oversight to Team Supervisors
Schedule and assign work through business unit supervision
Develop and implement local strategies and business plans to improve service delivery and member satisfaction cost-effectively
Develop growth projections and operational capacity plans with Workforce Management
Direct assigned projects, goals, and objectives
Prepare operating expense budgets, monthly reconciliations/variance reports, and expense forecasts
Communicate operational and financial results to the Site Manager
Conduct corrective employee counseling and ensure compliance with Club and legal requirements
Implement workplace safety programs
Analyze service levels, trends, forecasts, staffing, performance data, and communication needs; implement corrective action and changes
Establish relationships with business units and vendors
Interview, screen, hire, promote, and terminate supervisors; review staffing and hiring decisions
Evaluate call center management system needs and recommend software enhancements or hardware purchases
Complete annual Leadership Development Units, including live call taking
Develop and maintain contingency and disaster-readiness plans
Manage staffing, turnover, recruiting, hiring, training, member service, budgets, and operational goals
Consult with senior management to resolve complicated call center issues

Requirements

What you’ll need

Bachelor's equivalent combination of education and experience
7-9 years Call center customer service required
Professional verbal and written communication skills required
General management, organizational and time management skills required
Proven effectiveness to negotiate and resolve complaints on an escalated level
Knowledge of call center management applications, industry standards/requirements, automatic call distribution technology, workforce management software, service quality assurance programs, and industry best practices
Current knowledge of Human Resources practices (wage and hour, labor law, etc.) required
Proficiency with Microsoft Office software, including Outlook, Word, PowerPoint, Excel and Access required
Travel for seminars and meetings and participating on various committees is required
Ability to be on call and available 24 hours a day, seven days a week
Valid Driver's License, acceptable Department of Motor Vehicles record and minimum liability insurance issued by State required
Occasional travel to off-site business meetings or conferences (5% proficiency)

Benefits

Comp & perks

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