Customer Care Manager, Global Reservations; DFW & PHX

Fly.AA • Phoenix, AZ

20d

About The Position

Are you ready to explore a world of possibilities, both at work and during your time off? Join our American Airlines family, and you’ll travel the world, grow your expertise and become the best version of you. As you embark on a new journey, you’ll tackle challenges with flexibility and grace, learning new skills and advancing your career while having the time of your life. Feel free to enrich both your personal and work life and hop on board! This job is a member of the Global Reservations Team within the Global Contact Centers and Service Recovery Division. Responsible for the management of a team of customer service representatives in a contact center environment dedicated to assisting customers in a manner that maximizes revenue and delivers outstanding service.

Requirements

• High school diploma or GED equivalency
• 2 years leadership experience
• Project management skills
• Ability to lead, train, develop, and motivate a team in a fast-paced, ever-changing environment
• Ability to manage multiple tasks and effectively handle shifting priorities
• Ability to analyze and interpret complex documents
• Ability to resolve difficult personnel and administrative issues
• Creative thinking and problem-solving skills
• Strong presentation skills
• Knowledge of Microsoft Office to include Word, Excel, Outlook, etc
• Ability to effectively communicate both verbally and in writing with all levels within the organization
• Physical ability necessary to safely and successfully perform the essential functions of the position, with or without any legally required reasonable accommodations that do not pose an undue hardship.

Nice To Haves

• Bachelors degree or equivalent experience/training
• Knowledge of contact center or airport operational experience
• Proficiency in all Reservations operating and performance reporting systems

Responsibilities

• Inspires, coached and develops employees to excel in achieving key contact center performance goals, including but not limited to, net promoter score, call quality and productivity
• Resolves customer service and operational problems
• Evaluates individual and team performance through quality control measurements including call observations, complaints, compliments and customer experience feedback
• Analyzes individual and team performance data from various sources to identify training needs and development opportunities
• Performs regular evaluations and annual performance reviews to provide appropriate, constructive feedback to ensure standards are met
• Facilitates employee development by coaching techniques and performance plans to improve overall operational efficiency
• Develops and mentors team members for growth within the organization
• Provides guidance, counseling, training, coaching and administer corrective action
• Conducts formal annual goal-setting and customer service representative development plans
• Provides recommendations and implements methods to increase revenue, reduce cost and improve customer service
• Provides timely feedback related to customer service, sales or specialty issues
• Partners with leaders throughout the organization and Customer Planning to develop effective communication channels
• Works closely with internal departments such as Training, Marketing, and Operations to roll out new initiatives, programs, products, systems, automation enhancements, sales techniques, brand, destinations, etc
• Works closely with Human Resources/Employee Relations to ensure understanding and proper application of policies, procedures and the collective bargaining agreement
• Ensures enforcement of all company policies and guidelines, including attendance adherence
• Establishes and maintains a positive work environment that encourages and rewards excellence while fostering team-spirit through engagement
• Develops and utilizes recognition programs to reward team members for outstanding performance
• Participates in recruiting, selecting, and orientation of new employees to the team
• Ability to work varied hours, including nights, weekends and holidays, as well as provide Supervisor on Duty coverage
• Ability to travel

Benefits

• Travel Perks: Ready to explore the world? You, your family and your friends can reach 365 destinations on more than 6,800 daily flights across our global network.
• Health Benefits: On day one, you’ll have access to your health, dental, prescription and vision benefits to help you stay well. And that’s just the start, we also offer virtual doctor visits, flexible spending accounts and more.
• Wellness Programs: We want you to be the best version of yourself – that’s why our wellness programs provide you with all the right tools, resources and support you need.
• 401(k) Program: Available upon hire and, depending on the workgroup, employer contributions to your 401(k) program are available after one year.
• Additional Benefits: Other great benefits include our Employee Assistance Program, pet insurance and discounts on hotels, cars, cruises and more

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees