Manager, MSC ERS

  • AAA
  • 11 W Cushing St, Tucson, AZ 85701
  • Full-Time

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MSC ERS Manager

As a leader at AAA you will have the opportunity to drive performance, develop people and serve Members on a daily basis. Leaders play a critical role in creating the future of AAA through identifying and implementing sound operating processes and establishing and monitoring key performance indicators.

Essential Functions ?

  • Coordinates and directs work activities like vendor inquiries, requests, complaints, and issues with the goal of providing amazing service

  • Ensures all key performance indicators are established and met

  • Collaborates effectively with others to ensure operations run smoothly and all stakeholders are kept informed

  • Develops strategies to improve overall team performance and monitors performance to ensure that quality standards are met.

  • Knows, applies and ensures operations are in compliance with all applicable local, state and federal regulations; AAA national quality standards and regulations.

  • Works closely with the operations team to assist in rolling out new products and technology, including ensuring teams are prepared to support all new initiatives

  • Manages challenging customer situations by taking ownership of and managing complaints through to resolution

  • Identifies potential problems/issues and recommends appropriate solutions

  • Understands how to leverage various contact center system applications

  • Effectively communicates to ensure Team Members receive all information required to operate effectively.

  • Owns and implements special projects.

  • Ensures Team Members are trained and proficient on all systems, policies and procedures

  • Coaches and develops Team Members to be experts in their position and identifies Team Members to be ready to become the next generation of leaders within AAA

  • Partners with Human Resources to interview, hire, appraise performance, reward, discipline, address complaints and resolve problems.

  • Ensures a professional work environment is maintained in accordance with the AAA Leadership Principles and AAA Values


  • Effective organizational, interpersonal and communication skills (oral and written)

  • Effective time management skills

  • Effective presentation skills

  • Effective project management skills

  • Proficiency with MS Office applications (Word, Excel, PowerPoint, Outlook) or Google Suite equivalency

  • Ability to work as necessitated by business needs of a 24/7 operation including holidays

  • Strong decision making, organizational, planning and problem solving skills

  • Excellent management skills to hire, train, direct and motivate

  • Demonstrated ability to think creatively and demonstrated leadership ability

  • Familiarity with AAA ERS products and services (Preferred)

Education & Experience

  • Bachelor s degree or equivalent combination of education and practical experience

  • 2 years of experience in a high-volume, call/contact center environment (Preferred)

  • 2 years in a supervisory role (Preferred)

by Jobble

* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.