Customer Care Manager, Global Reservations; DFW & PHX

Intro

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!

Why you'll love this job

• 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. 

What you'll do

• ​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

All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

• ​High school diploma or GED equivalency
• 2 years leadership experience
• Project management skills 

 

Preferred Qualifications- Education & Prior Job Experience

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

 

Skills, Licenses & Certifications

• 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
   

Language/Communication Skills

• 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. Note: If the Company has reason to question an employee’s physical ability to safely and/or succ