Assistant Manager, Ers Fleet

**BCAA has been named one of BC’s Top Employers 2021**

**What BCAA offers you**:

- It’s not in our nature to brag but we are proud of some of our achievements that recognize great employee culture. Some of our latest awards include being named as one of BC's Top Employers 2021, 2019 Platinum level Best Employer by AON and being recognized as a 2018 Outstanding Workplace by YWCA.
- Our team members get to make a difference in the lives of our Members and their communities every day.
- We pride ourselves in being open and transparent and in empowering our people to do great work while serving our Members.
- We enthusiastically support learning and advancement opportunities for our team members.
- We are an equal opportunity employer that’s committed to accessible, inclusive employment.
- Our Regular Full-Time & Part-Time+ (working 20 hours or more per week) status team members are eligible to participate in our amazing Total Rewards Program which offers: Extended Health and Dental, Vision Care, Life Insurance, RRSP matching with company contribution to your pension, access to Incentive Programs, Team Profit Sharing, Employee & Family Assistance Program and more.
- BCAA's Road Assist Team_is hiring for an **Assistant Manager, ERS Fleet**
- Summary: _

The **Assistant Manager, ERS Fleet** is responsible for supporting the Manager, ERS Fleet in overall performance and operation of their assigned Fleet Driver team.

This position is responsible in ensuring the Fleet Driver team is putting safety first and meeting operational KPI’s through ongoing team management. The Assistant Manager, ERS Fleet will also support in ensuring an excellent customer experience is being delivered to BCAA Members. Furthermore, this role is responsible for ensuring that Fleet Drivers have the proper tools and equipment to complete their job functions safely.

Desired outcomes of this role include:

- Support and foster the continuous development of a ‘Safety First’ culture
- Overall performance and accountability of the Fleet Driver operational KPI’s for both tow and service
- Support and train team members to ensure team has sufficient skills and experience to meet objectives
- Execute in providing consistently high customer satisfaction scores (NPS/CSI)
- Support and supply tools and equipment to Fleet Drivers as required
- Complete Fleet Driver job functions during high call volume / code red scenarios

**Key Responsibilities**

Team Support
- Support and train team members to ensure team has sufficient skills and experience to meet objectives
- Support in managing overall performance and operational KPI’s for team members through coaching
- Support in ensuring all team members comply with policies and procedures

Operations
- Ensure all Fleet Drivers are equipped with the proper tools and equipment to complete job functions safely
- Actively reach out to vendors, negotiate costs and manage tool and equipment inventory
- Complete Fleet Driver job functions during high call volume and/or code red scenarios
- Other duties as required

Safety First
- Support and foster the continuous development of a ‘Safety First’ culture
- Ensure the Fleet Driver team is following safety policies and procedures
- Role model and advocate for safety to the Fleet Driver team

Customer Experience
- Support in providing consistently high customer satisfaction scores (NPS)
- Coach and train team members on delivering amazing customer experiences through conversation
- Deliver amazing customer experiences while completing Fleet Driver duties
- Actively manage and address customer escalations from the Automotive Customer Care team in a timely manner

**Qualifications**

Education
- Diploma in business management or equivalent experience
- Certification of qualification in Automotive Mechanical Repair or equivalent work experience

Experience
- A minimum of 3 years in the Automotive industry

Other Skills
- Demonstrated professionalism and a collaborative team approach
- Ability to professionally represent the BCAA brand to all stakeholders
- Proven interpersonal ability and communication skills with members/customers and team members
- Highly motivated to provide leadership and direction to a professional team
- Demonstrated ability to multitask in a fast-paced environment and meet tight timelines
- Demonstrated active listening skills
- Ability to work varied hours including weekends
- Proven analytical, problem solving, and decision-making skills
- Demonstrated strong computer skills including MS Office Suite (Word, Excel, Outlook and other Office 365 tools)
- A proven track record in dealing with customer issues
- Clean BC Driver License Class 5 or better
- Adaptability to changing environments
- Willingness to travel as required

Preferred Qualifications
- Knowledge of Road Assist systems such as D3, CRM, Moneris terminals and/or demonstrated ability to learn proprietary computer programs

**Job Types**: Full-time, Fixed term cont