Systems & Operations Administrator

Systems & Operations Administrator

This position provides leadership and oversight to daily operations to ensure systems are functioning at full capacity. The position troubleshoots problems and issues that arise and communicates to the appropriate management, I.S. or vendor. In addition, the position manages the introduction, upgrading, testing and training related to new technology and/or changes to systems, products and services.

Job Duties

• Provide daily oversight, troubleshoot and maintain systems utilized within the business unit, including but not limited to ACD, IVR, CCR, NACD, Automated Billing, Desktop Software and Websites. Ensure corrective action and communication is taken in a timely manner and is elevated to the appropriate levels.

• Provide support and management to system upgrades, G&O’s and business unit projects. Support and manage research, analysis, proposal development, testing, training and results tracking. Responsible for project management and program execution, insuring that staff is properly trained and appropriate communications occur and that impact to members is minimal.

• Represent business unit by participating on teams implementing new or modifying existing products and services, in response to other business units and in support of strategic goals and objectives. Communicate and coordinate decisions and actions, exercising a high degree of latitude and creativity in problem identification and resolution.

• Maintain current and specialized knowledge of technology, and function as a consultant and technical advisor to other business units and vendors.

• Initiate and conduct analysis to enhance service delivery systems, products and services. Recommend appropriate modifications to such systems to positively impact the Club’s competitive position. Develop custom and ad hoc reports for performance tracking and trend analysis, and recommend changes and enhancements to same.

• Manage activities in support of existing management staff, such as staff development. Conduct meetings with staff and external contacts as required.

• Work is non-routine and demands change with little or no notice. Project deadlines must be met to ensure consistently high levels of member service. Decisions are time sensitive and require research, analysis, development, testing and training. High degrees of judgment and discretion are required to act quickly, recognizing problems and implementing solutions that affect member satisfaction, corporate profitability and member retention

Qualifications

• Bachelors Equivalent combination of education and experience Required

• 4-6 years Call center operations experience Preferred

• General knowledge of Club systems, including insurance, membership, billing and travel preferred.

• Familiarity with and knowledge of call center technology, such as ACD, IVR, scheduling software, etc. desired.

• Professional verbal and written communication skills required.

• Ability to multi-task, balance numerous and diverse operations, as well as possess the ability to work well with all levels of employees and management required.

• A proven ability to produce recommendations and proposals, and a demonstrated ability to handle effective negotiations and complaint resolutions desired.

• General management, organizational and time management skills required.

• Proficiency in Microsoft Office software, including Outlook, Word, PowerPoint, Excel, Microsoft Project, and Access required

#LI-LG1

The starting pay range for this position is:

$84,100.00 - $111,900.00

Additionally, for full time positions, you will be eligible to participate in our incentive program based upon the achievement of organization, team and personal performance.

.

Remarkable benefits:
•    Health coverage for medical, dental, vision
•    401(K) saving plan with company match AND Pension
•    Tuition assistance
•    PTO for community volunteer programs
•    Wellness program
•    Employee discounts

Auto Club Enterprises is the largest federation of AAA clubs in the nation. We have 14,000 employees in 21 states helping 17 million members. The strength of our organization is our employees. Bringing together and supporting different cultures, backgrounds, personalities, and strengths creates a team capable of delivering legendary, lifetime service to our members. When we embrace our diversity – we win. All of Us! With our national brand recognition, long-standing reputation since 1902, and constantly growing membership, we are seeking career-minded, service-driven professionals to join our team.

“Through dedicated employees we proudly deliver legendary service and beneficial products that provide members peace of mind and value.”

AAA is an Equal Opportunity Employer

The Automobile Club of Southern California will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable federal, state, and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance (FCIHO), the Unincorporated Los Angeles County (ULAC) regulation, and the California Fair Chance Act (CFCA).