About Agero:Wherever drivers go, we're leading the way. Agero's mission is to rethink the vehicle ownership experience through a powerful combination of passionate people and data-driven technology, strengthening our clients' relationships with their customers. As the #1 B2B, white-label provider of digital driver assistance services, we're pushing the industry in a new direction, taking manual processes, and redefining them as digital, transparent, and connected. This includes: an industry-leading dispatch management platform powered by Swoop; comprehensive accident management services; knowledgeable consumer affairs and connected vehicle capabilities; and a growing marketplace of services, discounts and support enabled by a robust partner ecosystem. The company has over 150 million vehicle coverage points in partnership with leading automobile manufacturers, insurance carriers and many others. Managing one of the largest national networks of service providers, Agero responds to approximately 12 million service events annually. Agero, a member company of The Cross Country Group, is headquartered in Medford, Mass., with operations throughout North America. To learn more, visit Role Description and Mission:Manages full case customer service operations while maintaining client satisfaction. Manages assigned client group(s) to achieve operational goals in support of objectives. Ensures the volume of work produced meets product/service standards and exceeds quality standards. Develops and manages a motivated, effective team. Implements program directions that support corporate goals as well as allow for team growth. Develops and maintains relationships withclient field representatives.Key Outcomes:
- Manages designated client groups as defined by agent group(s) assignments.
- Establishes and maintains program direction/changes and communicates with clients on daily basis.
- Anticipates client needs and identifies and suggests opportunities and ideas/innovations to the client.
- Monitors calls and walks the contact center floor to provide support of operations and quality assessments for client.
- Oversees personnel for client groups by allocating work through supervisors, contact center representatives and administrative supports.
- Provides ongoing coaching and development for direct reports.
- Oversees all personnel related issues for associates assigned to client group(s) within department.
- Participates in planning meetings to support departmental and associate growth.
- Coordinates and monitors daily work flow to ensure smooth operations, cost containment, and quality.
- Administers policies and procedures to assure consistency and equitable treatment.
- Travel to client's workspace for training on their CRM may be required.
Education, Experience, and Skills:Education: Associate Degree or equivalent work experience.Experience: 1-3 years of supervisory experience in a fast-paced, customer service environment and supervisory experience in an inbound contact center.Skills:Manages team of full case specialists. Responsibilities include participation in the hiring process; training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. Utilizes good judgement, exercises decision making skills, and demonstrates leadership qualities. Excellent oral and written communication skills. Manages client expectations.Additional Responsibilities: Actively promotes the corporate mission and value statement. Flexible work schedule including nights, weekends, holidays, and on-call status. Limited travel required. Assumes additional responsibilities as assignedOther Requirements:
- Must reside in Alabama, Arizona, Florida, Georgia, Mississippi, New Mexico, Tennessee, or Virginia.
- Be able to successfully pass a criminal background check.
Start Date: As Soon As Possible Starting Base Pay :
- This is salaried position determined by experience.
- + up to 8% APIP Bonus. In addition to any applicable other incentives as available.
Hiring In:AL, AZ, FL, GA, MS, NM, TN, & VA**Disclaimer: Agero is committed to creating a diverse and inclusive environment and encourages applications from all qualified candidates. Accommodation is available. Additionally, we offer accommodation for applicants with disabilities in our recruitment processes. If you require accommodation during the recruitment process, please contact ...@agero.com.D, E & I Mission & Culture at Agero:We are all Change Drivers at Agero. Each day, we speak to thousands of drivers and tow professionals across one of the most diverse countries in the world. Our mission to safeguard drivers on the road, strengthen our clients' relationships with their drivers, and support the communities we live and work in unites us together as one force driving positive change.The road to positive change starts inside Agero. In celebrating each other's differences, we lift each other up and create space for innovation and community. Bringing our whole selves to work powers our commitment, drive, agility, and courage - ensuring we are not only changing the landscape of the driver services industry, we also are making a difference in the lives of our customers with each call, chat, and rescue.THIS DESCRIPTION IS NOT INTENDED TO BE A COMPLETE STATEMENT OF JOB CONTENT, RATHER TO ACT AS A GUIDE TO THE ESSENTIAL FUNCTIONS PERFORMED. MANAGEMENT RETAINS THE DISCRETION TO ADD TO OR CHANGE THE DUTIES OF THE POSITION AT ANY TIME.To review Agero's privacy policy click the link: ***Disclaimer: Agero is committed to creating a diverse and inclusive environment and encourages applications from all qualified candidates. Accommodation is available. Additionally, we offer accommodation for applicants with disabilities in our recruitment processes. If you require accommodation during the recruitment process, please contact ...@agero.com.***Agero communicates with candidates via text for matters related to submitted applications, questions, and availability for interviews. If you prefer not to receive texts, you can contact Agero's recruiting team directly at ...@agero.com.