Director Contact Center Ops & Technology

Alaska Airlines • WA-SeaTac, WA

2d • Onsite

About The Position

The Director, Call Center Operations & Technology oversees contact routing, contact center technology, workforce planning, operational performance and budgeting for all Alaska Airlines and Hawaiian Airlines contact center locations. This Director is responsible for delivering exceptional guest and agent service through efficient operations, innovative technology solutions, and high performing teams. The ideal candidate brings deep expertise in contact center management and technology with a strong focus on scalability, digital transformation, and guest satisfaction.

Requirements

• 8 years of contact center and/or operational management experience.
• 5 years of leadership experience, with either: 2 of those years directly leading people, or 3 years of advanced functional subject matter expertise in contact center and/or operational management experience.
• Bachelor’s degree, or an additional 2 years of relevant training/experience in lieu of this degree.
• In-depth experience in contact center and/or operations, technology and workforce planning.
• Demonstrated project and change management skills and a thirst for applying research and best practices to existing business problems.
• Proven ability to influence change and initiate actions that have a strategic impact and develop high performing, cross-functional teams.
• Strong problem-solving skills and the ability to develop new ideas to improve safety, compliance, efficiency, and cost.
• Strong interpersonal skills, with the ability to create collaborative relationships that drive outcomes in the best interest of the company.
• High school diploma or equivalent.
• Minimum age of 18.
• Must be authorized to work in the U.S.

Responsibilities

• Actively manages daily operations of Alaska Airlines’ contact centers to ensure tools/technology are working effectively and the operation is staffed appropriately based on real-time state of the airlines’ operations.
• Drives operational excellence through process and technology optimization, resource planning, and workforce management.
• Develops and executes the contact center technology vision and roadmap.
• Oversees deployment and integration of contact center tools/technology.
• Partners with IT, vendors, and internal stakeholders to sustain and modernize contact center platforms, tools, technology, and infrastructure.
• Champions a culture that continuously seeks opportunities to improve guest and agent experience along with operational efficiency
• Utilizes data and feedback to understand and articulate health of the operation, identify pain points and inefficiencies, and drive enhancements.
• Develops and executes comprehensive workforce management (WFM) strategies to ensure adequate staffing based on forecasted volume, seasonality, flight disruptions and unplanned events.
• Oversees capacity planning and forecasting models that balance efficiency, cost, and guest experience.
• Own the contact center routing technology solutions used for managing incoming volume.
• Evaluates, recommends and executes new programs and technology solutions, including negotiating cost-effective vendor contracts and applicable service level agreements (SLAs).
• Serves as the subject matter expert for maintaining and reporting on contact center metrics.
• Ensures contact center leadership is kept informed of operational status on a daily basis.
• Coordinates the development and implementation of operational and budget plans to ensure all workgroups meet or exceed their operational performance and financial objectives.
• Prepares written proposals and business cases to support recommendations.
• Stays abreast of industry advances and incorporates new technology, practices, and procedures to create best-in-class contact centers.
• Develop people through effective performance management and ongoing feedback, focusing on fostering. strategic and systems thinking, development of talent, and succession planning across teams and disciplines.
• Shape culture of the team through action, presence, and reinforcement of behaviors.

Benefits

• Free stand-by travel privileges on Alaska Airlines, Hawaiian Airlines & Horizon Air with high priority status
• Select number of confirmed travel credits provided annually
• Comprehensive well-being programs including medical, dental and vision benefits
• Generous 401k match program
• Annual bonus plans
• Generous holiday and paid time off

What This Job Offers

• Job Type: Full-time
• Career Level: Director