Note: The job is a remote job and is open to candidates in USA. AAA Central Penn is a trusted provider of member services seeking a Support Center Supervisor to lead a team supporting dispatch operations. The role oversees service levels, staffing, performance, employee development, escalated member concerns, and process improvements to enhance the member experience.
Responsibilities
- Lead a high-energy team focused on providing outstanding service and support to our members
- Keep operations running smoothly by overseeing service levels, dispatch activity, staffing, and overall performance
- Coach, mentor, and inspire team members to achieve their goals and grow their careers
- Champion a positive, customer-first culture while resolving escalated member concerns with confidence and professionalism
- Use data, metrics, and operational insights to identify opportunities, improve efficiency, and drive results
- Manage staffing and schedules to ensure the right resources are in place to meet member needs
- Partner with leadership to implement new ideas, improve processes, and enhance the member experience
- Recruit, hire, train, and develop top talent while building an engaged and collaborative team
- Create a workplace where employees feel valued, supported, and motivated to succeed
Skills
- High school diploma or GED
- At least 3 years of customer service and/or supervisory experience
- A coach and motivator who enjoys helping others perform at their best
- A strong leader who maintains integrity and professionalism in all interactions
- Strong communication, relationship-building, and problem-solving skills
- Ability to stay organized, multitask, and make sound decisions in a fast-paced environment
- Comfortable using data and performance metrics to drive improvements and achieve goals
- Proficiency with Microsoft Office and business technology systems
- Experience leading teams in a call center, dispatch, customer support, contact center, or operations environment
Benefits
- Generous, front-loaded PTO—no waiting on accrual to take that vacation, plus 1 personal day for added flexibility.
- 8 paid holidays, including Christmas Eve and New Year’s Eve.
- Comprehensive health coverage including Medical, Dental, and Vision insurance.
- Health Savings Account (HSA) with employer contributions or Flexible Spending Accounts (FSA), to keep you and your family covered.
- 401(k) with up to 6% company match—fully vested from day one.
- Company-paid Life Insurance and Long-Term Disability coverage.
- Earn up to 3 additional PTO days each year for volunteering and participating in AAA Cares events.
- Tuition Reimbursement to support your development and advancement.
- Free AAA Premier Membership and discounts on travel, automotive services, batteries, and more.
Company Overview