Manager, Dispatch & Roadside Services

SUMMARY:

The Member Services and Roadside Manager is responsible for providing leadership and direction for daily dispatch operations, maintaining relationships with and evaluating external roadside partners, and ensuring an optimal approved auto repair network for our members.

DUTIES AND RESPONSIBILITIES:

• Works in partnership with Member Services Director to develop strategy for dispatch and emergency roadside operations
• Sets goals for dispatch team members and provides regular and frequent coaching to ensure team is meeting objectives of the organization, has appropriate career development guidance, and identifies problem areas and takes corrective action when needed
• Fosters an environment of exceptional customer service, effective communication, partnership, and teamwork within member services and our internal/external business partners
• Performs frequent call monitoring to recognize exceptional service and provides feedback/coaching related to service that does not meet expectations
• Partners effectively with other contact center leaders to ensure consistent team member and member experience
• Responsible for ensuring efficient staffing model and hiring of team members to meet staffing plans
• Collaborates with Trainer to identify training needs and develop training plans to support staff and promote exemplary customer service
• Partners with third party facilities to track performance, address performance concerns, and recognize optimal performance
• Ensures ideal support model for our members by establishing appropriate facility and driver coverage across club territory
• Works across multiple third party facilities intraday to address in the moment challenges and find solutions to meet member needs
• Ensures optimal approved auto repair network and training of our team members to offer this service to members
• Performs other related duties assigned by management

SUPERVISORY RESPONSIBILITIES:

• Directly supervises up to 20 employees within the Member Services Communication Center
• Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws
• Responsibilities include interviewing, hiring, and coordinating training; assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems
• Maintains strong relationships with third party emergency roadside partners and ensuring strong performance to meet the needs of our members. Responsible for appraising performance, addressing performance concerns, and ensuring appropriate coverage
• Ensures optimal approved auto repair network and training of our team members to offer this service to members

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

• Bachelors Degree in business or related field or equivalent work experience
• Minimum of 5 years of call center and/or operations experience required
• Minimum of two years experience in developing and maintaining relationships with external partners required
• 6 months or more AAA work experience preferred
• Previous experience with dispatch and/or fleet management systems strongly preferred
• Previous people leadership and training experience required
• Proficiency with Microsoft Office Suite and enterprise systems

OTHER REQUIREMENTS

• Ability to flex schedule occasionally to support staff on various shifts
• Strong commitment to coaching and developing team members
• Solid analytical and problem-solving skills
• Strong verbal and written communication skills

AAA Minneapolis offers a competitive compensation and benefits packages including; medical/dental insurance, 401(k) & 401(k) matching, generous time off, a complimentary AAA Membership and much more!

AAA Minneapolis 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.