Support Services Allocator
About The Position
DCC (Dispatch Control Center) is the department that assigns employees (agents) to different tasks within the Support Services organization. They answer calls from employees, AA agents, Tower etc. and use the radio as main source of direct communication. They also address problems and requests by transmitting information and/or providing solutions. The main functions will be to determine the priority of the requests and to control the process of the assignments. DCC Planner are the human factor behind the AVTECH console which is the operating system utilized to manage, control and dispatch all the assignments.
Requirements
- Ability to multi task while meeting deadlines and during operational pressure.
- Effective organization and planning skills.
- Minimum age of 18.
- High school diploma or GED equivalent.
- Thorough knowledge of aircraft performance and Federal Aviation Regulations.
- Must be able to work rotating shifts, nights, and weekends when necessary.
- Possess the legal right to work in the United States.
- Must be able to read, write, fluently speak and understand the English language.
Nice To Haves
- 3 years of experience Supervising various employee groups including management, non-management and contract labor workgroups desired.
- Familiarity with ATC functions preferred.
- Working knowledge of FAA 121 Regulations 14 CFR Part 121 Regulations preferred.
- Understanding of Envoy policies, procedures, and union agreements preferred.
- Demonstrate ability to communicate effectively both orally and in writing preferred.
- Proficiency with computer programs including Microsoft Word, Excel, PowerPoint and Outlook preferred.
Responsibilities
- Ability to remain calm and deliver clear instructions under pressure.
- Proactively address problems and suggest solutions.
- Assess situations and prioritize calls.
- Ability to multitask and adjust to changes as they are occurring.
- Communicate any abnormalities or problems within the operation to the appropriate supervisor/manager.
- Allocators are expected to show a professional phone etiquette directing the flow of the conversation.
- Always speak slowly and distinctly, must make every effort to be patient and to be understood.
- Keep a clear and constant communication with the supervisor assigned to oversee their work.
- Learn to use various products to run a smooth and effective operation.
- Supervise and manage the support service team, including but not limited to, assigning lunches and breaks. Verifying meal and break laws are being followed.
- Proactively coach and counsel employees.
- Ability to utilize systems to move and place staffing in appropriate locations while managing and ensuring proper coverage of functions are handled.
- Assignments of double-digit flights.
- Weather events and IROP’s.
- Auto-Assign.
- Assignments UMNR.
- Assignments in priority order.
- Service Centers/Clubs.
- Wheelchair passenger requests (not listed).
- In order to be qualified you will need to successfully complete the QIK training and undergo the Customer Care training.
Benefits
- Amazing employee flight privileges within the American Airlines global network
- Training and development programs to take your career to the next level
- Comprehensive health and life benefits (subject to location)
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
