AAA Club Alliance is seeking a Travel Call Center Supervisor to provide supervision and development of Contact Center Virtual Travel Agents.

**This is a work from home position; however, candidate must live within our territory**

The primary duties of the Travel Contact Center Supervisor are to:

• Monitor, mentor and support the contact center staff in all aspects of daily operations. Coach and provide regular feedback that is instrumental in developing the Contact Center agents’ customer sales/service, technical and phone skills.

• Ensure that the Contact Center meets or exceeds established revenue and service objectives.

• Provide leadership, guidance, coaching and development of Travel Contact Center or virtual network associates. Identify training and development needs among the staff and work with the Department Manager and trainer to ensure those needs are addressed.

• Handle escalated travel issues and ensure extraordinary member service, and the achievement of member satisfaction and other departmental goals.

• Maintain excellent relations with travel vendors, retail branch offices, Member Contact Center (MCC) and other internal departments.

• In conjunction with Human Resources and Department Manager, conduct interviewing, hiring, and administer any disciplinary actions with associates, up to and including termination.

• Work with the Department Manager to ensure effective and efficient communication and implementation of service procedures to provide rapid, professional service to members.

What AAA can offer you:

Minimum Qualifications:

• High School Diploma with some college courses preferred, with four (4) to six (6) years of travel experience involving exposure to supervisory tasks, or an equivalent combination of education and experience.

• A strong background in travel sales and service.

• Achievement of Certified Travel Agent (CTA).

• In depth knowledge of Apollo, Leisure Shopper, Viewpoint and scripting applications.

• Effective working knowledge of Windows-based computer applications.

• Ability to work extended hour schedule and weekends as necessitated by business/weather conditions.

• Access to a stable, secure, high speed, and hard-wired internet connection via Ethernet cable is required throughout employment. Contact Center Associates are not authorized to utilize wireless, DSL, Hot Spots, satellite or shared/public internet connections as a means of internet connection.

#LI-Remote #US

AAA Club Alliance (ACA) is an equal opportunity employer.

Our investment in Diversity, Equity, and Inclusion:

At ACA, we are committed to cultivating a welcoming and inclusive workplace of team members with diverse backgrounds and experiences to enable us to meet our goals and support our values while serving our Members and customers. We strive to attract and retain candidates with a passion for their work and we encourage all qualified individuals, regardless of race, color , gender, identity, veteran status, sexual orientation, physical ability or national origin, to apply.

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